Job Title

About Wisdom AIWisdom 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 RoleAs 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 ResponsibilitiesSlack-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 RequirementsStack focus: SQL, APIs, AI/LLMs, PylonData & 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.QualificationsThe /"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.