Product Support Engineer – Analytics

About the role

Conviva is seeking a Product Support Engineer focused on Analytics to act as the bridge between customers and the Engineering and Product teams. You will own the end‑to‑end customer experience, troubleshoot issues, and develop deep product knowledge of Conviva’s Operational Data Platform.

Key responsibilities

• Manage client inquiries and escalations end‑to‑end using Salesforce and JIRA, keeping customers informed throughout the process.
• Develop a thorough understanding of Conviva’s data flow, configurations, and root‑cause analysis.
• Analyze product usage and translate findings into actionable insights for customers.
• Collaborate with Engineering and Product to flag bugs, share field patterns, and influence issue prioritisation.
• Leverage AI tools to accelerate investigations, improve communication, and boost productivity.
• Build simple internal tools and scripts to automate repetitive tasks and improve team efficiency.
• Own operational duties such as incident management, maintenance windows, release validation, and configuration changes.
• Participate in on‑call rotation for critical customer escalations.

Required profile

• 5–7 years of experience in technical or product support, with a track record of owning issues from intake to resolution.
• Strong debugging skills, able to differentiate misconfigurations from product defects.
• Comfortable communicating with customers in English via tickets and calls.
• Ability to adapt to shifting priorities and manage multiple tasks simultaneously.
• BS in Computer Science, Engineering or related field.

Required skills

• Python (preferred) or other scripting languages.
• JavaScript.
• SQL.
• Salesforce.
• JIRA.
• Experience with AI‑assisted tools for investigation and automation.
• Debugging and log analysis.