Sr. Product Support Engineer – Applications

If you've used Disney+, Peacock, or other top streaming platforms, you've already benefited from Conviva's technology. We empower the world’s leading B2C companies, including the biggest names in streaming media, to deliver exceptional digital experiences and optimize the “moments that matter” to their customers and their business. As the global leader in experience-centric operational analytics, Conviva has redefined big data analytics with our paradigm-shifting Time-State Analytics model. Our platform does what legacy observability and monitoring tools can’t: we eliminate the gaps between system performance, user experience, and engagement, enabling issue identification, impact assessment, and root cause resolution in seconds. This isn’t just important, its game-changing! Our platform processes over 5 trillion daily events, providing real-time, cost-effective, stateful computation across diverse data sets. This empowers operations teams for the first time to precisely and directly impact real-world business outcomes, including customer satisfaction and revenue.

As part of the Support Engineering organization at Conviva, you will serve as the crucial link between Conviva’s clients and the Engineering/Product departments. Your primary responsibility will be to provide expert technical product support, solve complex technical issues, and ensure the satisfaction of Conviva’s expanding client base.

What Success Will Look Like:

• Troubleshoot complex customer and product issues within the product/data architecture & implementation and how it relates to integrating with our customer's systems.
• Oversee technical issues and engage other teams as necessary to resolve advanced issues using tools such as Databricks, ClickHouse, Druid, SQL Developer to resolve problems throughout the engineering chain of software development.
• Manage and respond to client inquiries and escalations and provide solutions using tools such as JIRA, Salesforce.
• Use JIRA to analyze and monitor bug requests and prioritize the issue with other departments within the company.
• Collaborate with engineering and sales to recommend the best procedures for resolution using available proprietary technology to resolve technical issues.
• Create KB articles for internal teams and provide training to support and the field team.

Who You Are & What You've Done:

• Bachelor’s Degree in CS/Engineering or related field.
• 7+ years of work experience, with 3+ years min exp desirable in MySQL, and languages like JavaScript or Python.
• Highly logical and critical thinking skills.
• Excellent Debugging and Troubleshooting skills.
• Used JIRA to manage customer escalations, defect/bug tracking.
• Expertise with data engineering tools like Databricks, ClickHouse etc.
• Experience with Programming languages like JavaScript or Python
• Experience with IDE and debugging a plus.
• Become a subject matter expert by asking smart questions to understand intended use-case and make recommendations on how to use our products to meet those requirements.
• Work closely with Product Management and Engineering to maintain technical & functional knowledge of existing and new products.
• Work on rotation for on-call duties for critical customer escalations.
• Good to Excellent communication skills and ability to influence in a globally executing organization.

Underpinning the Conviva platform is a rich history of innovation. More than 60 patents represent award-winning technologies and standards, including first-of-its kind-innovations like Time-State analytics and AI-automated data modeling, that surface actionable insights. By understanding real-world human experiences and having the ability to act within seconds of observation, our customers can solve business-critical issues and focus on growing their business ahead of the competition. Examples of the brands Conviva has helped innovate, adapt, and scale at unprecedented speed include: DAZN, Disney+, HBO, Hulu, NBCUniversal, Paramount+, Peacock, Sky, Sling TV, Univision and Warner Bros Discovery.

Privately held, Conviva is headquartered in Silicon Valley, California with offices and people around the globe. For more information, visit us at www.conviva.com. Join us to help extend our leadership position in big data streaming analytics to new audiences and markets!