Technical Support Engineer

Most support jobs ask you to answer questions. This one asks you to understand why a data platform behaved the way it did, then explain it to a customer in plain language. At Wisdom AI, the people using the product expect precise answers from their data warehouse, and the support engineer is the person who keeps that promise intact.

Why This Role Matters

Wisdom AI turns a company’s data warehouse into a conversational interface. When a business user asks a question and the answer looks wrong, the cause could be a permissions issue, a poorly modeled schema, missing business context, or a faulty connection string. You are the person who works out which one it is. Because customers work with you inside dedicated Slack channels, your replies shape how they feel about the whole product.

Technical depth earns the customer’s confidence, and a calm, clear reply keeps it.

A Typical Day In This Role

Your day starts in Slack. You triage new messages across customer channels, decide what is urgent, and respond quickly so that no message goes unanswered. Some requests are quick, such as a user permission change or a question about a visualization property. Others need real investigation, such as a Snowflake role that cannot see a schema or a query that returns unexpected numbers.

Each issue is tracked in Pylon, and you own it from the first message until engineering resolves it. Between tickets, you may join a short video call to walk a customer through creating a custom metric or setting up Row Level Access Control (RLAC). Later in the day, you might turn a repeated resolution into a documentation guide.

Problem Areas You Will Handle

The work falls into a few recurring categories. The table below shows how they map to what you will actually do.

SQL And AI Debugging Skills

The most important technical skill here is reading SQL critically. When Wisdom AI generates a query, you should be able to look at the customer’s schema and explain why that query returned a particular number. That means comfort with joins, aggregations, filters, date handling, and how table relationships can quietly change results.

You will also work with evaluation sets and runs to test the accuracy of AI answers, and with Deep Analysis functionality. Understanding the basics of LLMs and Retrieval-Augmented Generation will help you explain system behavior without overpromising. SQL fluency is non-negotiable for this role.

Working With APIs

You will be expected to test GraphQL endpoints using tools like Postman or cURL. In practice, that means reading a schema, writing a query or mutation, checking authentication headers, and interpreting error responses. Customers who build on top of the platform will lean on you to confirm whether an issue sits in their implementation or in the product.

How Support Is Different Here

Generic how-to answering Root-cause debugging with the customer’s schema

You are encouraged to dig until you understand the real cause, not to paste a documentation link and close the ticket. Your Slack and Pylon workflow is real-time, so speed matters, but accuracy matters more. The company describes its working style through values like customer trust, relentless focus on outcomes, and transparency, and these show up in daily work as honest status updates and clear ownership.

On-site Full-Time Entry Level Friendly

Ticket Lifecycle At A Glance

flowchart LR
A[Slack Message] --> B[Pylon Ticket]
B --> C[Investigate]
C --> D[Resolve or Escalate]
D --> E[Doc or Feedback]

Customer Voice And Documentation

Beyond solving individual problems, you will collect patterns. If five customers struggle with the same connection setup, that is a product or documentation gap, and you are expected to report it clearly to Product and Engineering. You will also write self-service guides for the Wisdom AI Docs. Good writing is part of the job, not a side task.

Skills Worth Building Before Applying

If you are preparing for this role, spend your time on practical foundations. Practice writing SQL against a sample warehouse, ideally on a free BigQuery sandbox or Snowflake trial. Learn how roles and permissions work in a cloud warehouse. Call a public GraphQL API using Postman and read the error messages. Read about how RAG systems retrieve context, and try explaining it in two sentences to a friend outside tech. That last exercise tests the communication skill interviewers care about most.

What Can Strengthen Your Resume

Projects matter more than titles here. A SQL analysis project, a dashboard with documented assumptions, or a small API integration shows the right instincts. If you have supported users in any form, such as a college tech club, a freelance project, or an open-source community, mention it with a concrete example of a problem you solved. Familiarity with Slack-based support tools like Pylon is a clear advantage, though it can be learned quickly on the job.

Skills And Tools Snapshot

SQL GraphQL Postman cURL Snowflake BigQuery Pylon Slack

Keywords for Resume

Technical Support Engineer • SQL • GraphQL APIs • Postman • cURL • Snowflake • BigQuery • Pylon • Slack Support • Root Cause Analysis • Data Modeling • LLMs • RAG • Row Level Access Control • Customer Success • Troubleshooting • Documentation

Final Perspective

This role suits someone who likes being the person who figures things out. You will gain real exposure to the modern data stack and enterprise AI while working directly with demanding customers and engineers. Candidates who combine SQL confidence, calm communication, and genuine curiosity will find a lot of room to grow here.