Senior Product Support Engineer

Conviva is the intelligence layer for digital businesses, turning every consumer interaction into outcome-based intelligence—linking engagement patterns across AI agents, apps, websites, and streaming video to real results such as purchases, bookings, and resolved support requests. Powered by its patented Time-State Technology®, the Conviva® Operational Data Platform delivers real-time insights and automation that help leading enterprises grow, improve satisfaction, and build lasting trust. 

As part of the Support Engineering organization at Conviva, you will serve as the crucial link between Conviva’s clients and the Engineering/Product departments. Your primary responsibility will be to provide expert technical product support, solve complex technical issues, and ensure the satisfaction of Conviva’s expanding client base.

What success looks like: 

• Troubleshoot complex customer and product issues within the product/data architecture & implementation and how it relates to integrating with our customer's systems.
• Oversee technical issues and engage other teams as necessary to resolve advanced issues using tools such as Databricks, ClickHouse, Druid, SQL Developer to resolve problems throughout the engineering chain of software development.
• Manage and respond to client inquiries and escalations and provide solutions using tools such as JIRA, Salesforce.
• Use JIRA to analyze and monitor bug requests and prioritize the issue with other departments within the company.
• Collaborate with engineering and sales to recommend the best procedures for resolution using available proprietary technology to resolve technical issues.
• Create KB articles for internal teams and provide training to support and the field team.
  

Who You Are and What You’ve Done:

• Bachelor’s Degree in CS/Engineering or related field.
• 7+ years of work experience, with 3+ years min exp desirable in MySQL, and languages like JavaScript or Python.
• Highly logical and critical thinking skills. 
• Excellent Debugging and Troubleshooting skills. 
• Used JIRA to manage customer escalations, defect/bug tracking.
• Expertise with data engineering tools like Databricks, ClickHouse etc.
• Experience with Programming languages like JavaScript or Python
• Experience with IDE and debugging a plus.
• Become a subject matter expert by asking smart questions to understand intended use-case and make recommendations on how to use our products to meet those requirements.
• Work closely with Product Management and Engineering to maintain technical & functional knowledge of existing and new products.
• Work on rotation for on-call duties for critical customer escalations.
• Good to Excellent communication skills and ability to influence in a globally executing organization.

To learn more about how Conviva can help improve the performance and outcomes of your digital services, visit www.conviva.com