Technical Support Engineer

Location: Bengaluru

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/Big Query permissions and connection strings.
Advanced Data Modeling:  Helping customers refine their "Context Modeling" and domain-specific knowledge.
API & Integrations:  Assisting with Graph

QL 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  Work spaces, Organizations, and User Permissions .
Working with  Deep Analysis  functionality and visualization properties.
API Familiarity:  Comfortable using tools like Postman or cURL to test Graph

QL 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.