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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level generalist support role in metro with common SQL/scripting and on-call requirements increases applicant competition.
Skills transfer across SaaS analytics and product engineering, but product-specific telemetry and streaming experience moderately raise domain bias.
Explicit 5–7 years plus mandatory SQL/scripting and customer-facing support raises candidate filtering strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Own the end-to-end management of client inquiries and escalations using Salesforce and JIRA, ensuring timely resolution and communication.
Develop deep technical understanding of Conviva products including data flow, configurations, and root cause analysis of issues.
Take ownership of operational tasks such as incident management, release validation, and build scripts/internal tools to automate repetitive work.
Minimum Requirements
5 to 7 years experience with SQL and scripting, preferably Python.
Experience in technical or product support involving direct customer interaction and issue resolution.
Proficient with Salesforce and JIRA for case and escalation management.
Availability for fixed shift schedule within 3:00 AM to 3:00 PM PT and participation in on-call rotation for critical escalations.
Ideal Candidate Profile
Strong debugger comfortable analyzing logs and differentiating product defects from misconfigurations.
Regular user of AI tools integrated into workflow for faster problem-solving and productivity enhancements.
Experience or interest in streaming video analytics, app analytics, AI-powered SaaS products, log analysis, or distributed systems.