Technical Support Engineer (Bengaluru)

Madrona Venture Labs; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Madrona Venture Labs is hiring a Technical Support Engineer in Bengaluru. In this role, you'll be the first responder for crucial customer issues, utilizing your expertise in SQL, APIs, and tools like Pylon. You will manage customer interactions through Slack and troubleshoot complex technical issues to ensure customer satisfaction. Join a dynamic team and make a direct impact while growing your skills in the modern data stack and enterprise AI.

Qualifications

• Strong ability to write and read SQL, understanding query results.
• Proficiency in managing Knowledge/Context Models.
• Experience in using Pylon for Slack-based support.

Responsibilities

• Manage real-time customer interactions via dedicated Slack channels.
• Deep-dive troubleshooting of the Wisdom AI platform.
• Use Pylon to track bugs and enhancement requests.

Skills

SQL

API Familiarity

Communication

Empathy

Agility

Tools

Pylon

Postman

cURL

Job description

Location

Bengaluru

Employment Type

Full time

Location Type

On-site

Department

Field Engineering

About Wisdom AI

Wisdom AI is the generative AI data analyst for the enterprise. We help organizations turn their data warehouses into conversational interfaces. Our users expect high-precision answers from our AI, and our Technical Support team ensures that the infrastructure, data connections, and prompt logic supporting those answers are flawless.

The Role

As a Technical Support Engineer, you are the first responder for our most important customers. You won’t just be answering "how-to" questions; you will be debugging complex data schemas, investigating API integrations, and translating customer business logic into technical configurations.

You will live in Slack and Pylon, providing real-time, white-glove support that feels like an extension of the customer’s own team.

Key Responsibilities

• Slack-First Support: Manage real-time customer interactions via dedicated Slack channels using Pylon. You will be responsible for triaging issues, maintaining fast response times, and ensuring no "ping" goes unanswered.

• Technical Troubleshooting: Deep-dive into the Wisdom AI platform to resolve issues related to:

  • Data Connectivity: Troubleshooting Snowflake/BigQuery permissions and connection strings.

  • Advanced Data Modeling: Helping customers refine their "Context Modeling" and domain-specific knowledge.

  • API & Integrations: Assisting with GraphQL API implementation and Slack integration setups.

• Case Management: Use Pylon to track bugs, enhancement requests, and documentation gaps. You will own the lifecycle of a ticket from initial Slack message to engineering resolution.

• Live Consultations: Hop on video calls with customers to walk through complex "How-To" scenarios, such as creating custom metrics or configuring Row Level Access Control (RLAC).

• Voice of the Customer: Aggregate common friction points and missing features to provide structured feedback to our Product and Engineering teams.

• Documentation: Contribute to the Wisdom AI Docs by turning common support resolutions into self-service guides.

Technical Requirements

Stack focus: SQL, APIs, AI/LLMs, Pylon

• Data & SQL: Strong ability to write and read SQL. You must be able to look at a query generated by Wisdom AI and understand why it might be returning a specific result based on the customer’s schema.

• The Wisdom Stack: Proficiency in (or ability to quickly learn) the technical pillars defined in our documentation:

  • Building and managing Knowledge/Context Models.

  • Setting up Evaluations Sets and Runs to test AI accuracy.

  • Managing Workspaces, Organizations, and User Permissions.

  • Working with Deep Analysis functionality and visualization properties.

• API Familiarity: Comfortable using tools like Postman or cURL to test GraphQL endpoints.

• Tooling: Experience with modern support stacks—specifically Pylon for Slack-based support—is a significant advantage.

Qualifications

• The "Support Engineer" DNA: You are naturally curious and won't stop until you understand the root cause of a problem.

• Communication: You can explain a complex RAG (Retrieval-Augmented Generation) concept to a non-technical business user without losing them.

• Agility: You thrive in a fast-paced startup environment where the product evolves weekly.

• Empathy: You understand that when a data tool isn't working, it impacts a customer's ability to do their job. You handle high-pressure situations with a calm, helpful demeanor.

Why Join Wisdom AI

• Direct Impact: You are the face of the company to our customers and the eyes and ears for our engineers.

• Growth: You will gain deep expertise in the "Modern Data Stack" and the emerging field of Enterprise AI.

• Culture: Join a team of high-performers who value clear communication, technical excellence, and winning together.