Customer Support Engineer

About the team:

In addition to building the best analytics platform, we want to ensure that Analysts and Data Scientists successfully use Mode and ThoughtSpot. We aim to do this not only by building software but also by providing the support and resources analysts need to make an impact. We don't just troubleshoot product questions or resolve bugs—we help customers solve analytical problems. We pride ourselves on being able to find solutions to unconventional requests.

About the Opportunity:

As a Customer Support Engineer, you'll handle complex customer escalations, take ownership of issues from start to resolution, and provide in-depth technical support to Mode & ThoughtSpot customers. If you're a customer champion with a passion for solving challenging problems, collaborating on strategic initiatives, and enhancing the customer experience - you'll bring tremendous value to our customers and team!

What you'll do:

• Become a ThoughtSpot & Mode expert and provide Level 2 Support for customers via Virtual Meetings, Chat, and Ema
• ilHandle complex customer escalations and work closely with Level 1 support teams to provide advanced troubleshooti
• ngRepresent the customer voice as a member of cross-functional Bug prioritization meetings with the product, engineering, and design team
• s.Troubleshoot complex technical issues, including SQL-related queries and data modeling challeng
• esContribute to Mode Help Site documentation and the Knowledgeba
• sePartner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improveme
• ntProvide support to Internal mode employees by answering product/troubleshooting related questions via Slack and Email.

What we look for:

• 5+ years combined experience in a Customer-facing technical support role supporting SaaS products and hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend.
• Hands-on experience using SQL for troubleshooting, including query optimization and resolving complex SQL issues.
• Experience with data modeling and troubleshooting complex data modeling challenges (e.g., ThoughtSpot data modeling)
• Proficiency with Linux, including command-line troubleshooting and system navigation.
• Comfortable interacting with customers in multiple geographies like the US, UK, Europe, and Australia.
• Shift-based with on-call duties, including India night shifts, weekends, and holidays (Compensatory days off)Track record of managing complex technical customer escalations, including customer and internal stakeholder communication.
• Proficiency with back-end technologies such as Python, and/or R.
• Ability to multi-task and manage multiple customer escalations.
• Experience driving bug resolution across Product and Engineering teams.
• Excellent communication skills with the ability to tailor complex technical conversations to technical and non-technical audiences.
• Proven ability to train and develop technical skills of team members and share best practices Alignment with Company values.

Bonus:

• Experience in the data and analytics space.
• Experience working in a technical support environment in the data and analytics space like Looker, Tableau,etc.
• Experience in Technical Consulting.

Remote role (you will have to come to the office for the last rounds of the interview) - Base location Bangalore.