Technical Support Engineer

WisdomAI; San Mateo (CA); On-site; USD 150,000 - 220,000; Full time

Job summary

WisdomAI is seeking a Technical Support Engineer to be the first responder for enterprise customers. You will debug complex data schemas, investigate API integrations, and translate customer business logic into technical configurations, primarily operating in Slack and Pylon for real-time, white-glove support.

You will triage issues, perform deep troubleshooting, and own case lifecycles from initial Slack contact to engineering resolution, while delivering high-quality documentation and

Qualifications

• Strong ability to write and read SQL and understand results based on customer schemas.
• Clear communication to non-technical users about complex AI concepts.
• Ability to thrive in a fast-paced startup with weekly product changes.
• Empathetic support mindset when data tools impact customer work.

Responsibilities

• Slack-First Support: manage real-time interactions via Slack channels using Pylon.
• Technical Troubleshooting: resolve data connectivity, modeling, and API integration issues.
• Case Management: track bugs and requests from Slack to engineering resolution.
• Live Consultations: join video calls to walk through complex scenarios.
• Voice of the Customer: collect feedback to inform product and engineering teams.
• Documentation: contribute self-service guides based on common resolutions.

Skills

SQL

APIs

AI/LLMs

Pylon

Tools

Postman

cURL

GraphQL

Job description

We are WisdomAI.

We exist to help people unlock clarity from complexity. WisdomAI builds AI-powered analytics that put answers directly in the hands of the people closest to the business. Our platform doesn’t just surface insights — it explains the why behind them, helping teams move from data to decisions with speed, confidence, and context.

We are WisdomAI. We exist to help people unlock clarity from complexity. WisdomAI builds AI-powered analytics that put answers directly in the hands of the people closest to the business. Our platform doesn’t just surface insights — it explains the why behind them, helping teams move from data to decisions with speed, confidence, and context. We’re trusted by companies like Cisco, Patreon, and Rubrik — and we’re just getting started. The problems here are hard, and the expectations are high. Our team is energized by both. If you’re compelled by ambitious problems, high standards, and meaningful ownership, you’ll thrive here.

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.

Our CRAFT

CRAFT isn’t a list of aspirational values. It’s how we hire, how we promote, how we resolve hard calls, and how we stay honest with ourselves.

C — Customer trust. Everything starts here. We listen carefully, act with integrity, and respond with urgency. Delight is downstream of trust — never the other way around.

R — Relentless on outcomes. We move with urgency, take initiative, and see things through. Effort isn’t the measure — results are. If something isn’t working, we change the approach now.

A — Authenticity. We say the hard things, directly and with respect. We also show up as full humans. That combination is how trust is earned and how we grow together.

F — First principles, grounded in reality. We don’t accept “that’s how it’s done.” We strip problems to what’s actually true and build up from there — then validate quickly and let real-world results decide.

T — Transparency. We share the why, not just the what. When something can’t be shared, we say so. We’re one team — information flows so we can do our best work and challenge each other when we’re wrong.

Equal opportunity employer

WisdomAI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We are committed to building a diverse, inclusive team where everyone can do their best work.

Compensation Range: $150K - $220K