Product Support Engineer – Analytics
Conviva (company site, opens in a new tab)5–7 yrsBengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted on 24 Sept
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Job description
Structured overview of role & requirements
About 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.