Product Support Engineer

Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.

As a Product Support Engineer at Conviva, you will serve as the crucial link between our clients and the Engineering and Product teams. You will own the customer experience from first contact through resolution, and be expected to develop genuine product depth across our platform. This role rewards people who are technically sharp, take initiative, and know how to use the tools available to them to get to answers faster and do better work.

What success looks like:

• Manage client inquiries and escalations end-to-end using Salesforce and JIRA, keeping issues moving and customers informed at every step.

• Develop a thorough understanding of how Conviva products work: how data flows through the platform, how configurations impact what customers see, and how to trace an issue to its root cause.

• Analyze product usage and translate what you find into clear, useful insights that connect to what customers are actually trying to accomplish.

• Work closely with Engineering and Product to flag bugs, share patterns you see in the field, and help shape how issues get prioritized and resolved.

• Use AI tools as a genuine part of how you work: to investigate issues faster, improve the quality of your written communication, and amplify your productivity.

• Build simple internal tools and scripts that cut out repetitive manual work and make the team more efficient over time.

• Take ownership of operational responsibilities including incident management, maintenance windows, release validation, and configuration changes.

• Stay close to customer needs and bring what you learn back to the team as concrete product feedback and recommendations.

Who You Are and What You’ve Done:

• You have worked in a technical support, product support, or customer-facing engineering role before and know what it takes to own an issue from intake to resolution. You are comfortable talking to customers directly, whether over a ticket or on a call.

• You are a strong debugger. You approach problems methodically, know how to read through data and logs, and can tell the difference between a misconfiguration and an actual product defect.

• You use AI tools regularly and know how to get real value out of them: faster investigation, better writing, smarter problem-solving. You treat them as part of your toolkit, not a novelty.

• You can write scripts and build lightweight automation when something is worth automating. Python is preferred, but the mindset matters more than the language.

• You have used Salesforce and JIRA to manage cases, track escalations, and coordinate across teams.

• You have experience with JavaScript or Python.

• You are genuinely curious about how products work at a system level, not just the surface you are responsible for.

• You are comfortable in environments where priorities change and you may be juggling multiple things at once.

• You are available for an on-call rotation for critical customer escalations.

• This role operates on a fixed shift schedule supporting regional business hours across a window of 3:00 AM to 3:00 PM PT. Your specific shift will be confirmed during the hiring process.

• You communicate clearly in English, both in writing and on calls, with customers and colleagues across time zones.

• BS in Computer Science, Engineering, or a related field with 5 to 7 years of experience working with SQL and scripting (Python preferred).

What Would Make You Stand Out:

• You have worked with streaming video analytics, App analytics, or AI-powered SaaS products before.

• You have used an AI coding tool like Claude, Cursor, or Copilot to actually build or automate something, not just to generate text.

• You have some familiarity with log analysis, data pipelines, or distributed systems from past work.

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