Tech Stack

Description

As a Product Support Engineer at Conviva, you will serve as the crucial link between clients and Engineering/Product departments, providing expert technical support and ensuring client satisfaction. You will manage inquiries and escalations end-to-end, analyze product usage, collaborate with cross-functional teams, and automate workflows using scripting.

Requirements

• Strong product analyst skills with ability to investigate product data flows and validate issues
• Excellent debugging and troubleshooting skills with structured root cause analysis
• Experience using JIRA to manage customer escalations and defect tracking
• Experience with programming languages such as JavaScript or Python (preferred)
• BS in CS/Engineering with 3-5 years experience in SQL and scripting (Python preferred)

Responsibilities

• Manage and respond to client inquiries and escalations end-to-end using JIRA and Salesforce
• Analyze product usage patterns and translate findings into customer-facing insights
• Track, analyze, and monitor bug reports collaborating with cross-functional teams
• Collaborate with Engineering and Product teams to recommend best practices and resolution approaches
• Automate recurring investigations or reporting workflows using scripting (Python preferred)