- What you'll do

- Become a ThoughtSpot & Mode expert and provide Level 1 Support for customers via Virtual Meetings, Chat, and Email.

- Represent the customer voice as a member of cross-functional Bug prioritization meetings with the product, engineering, and design teams.

- Troubleshoot complex technical customer issues via E-Mail, Chat, and Virtual meetings.

- Contribute to Mode and ThoughtSpot Help Site documentation and the Knowledge bases.

- Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement.

- Provide support to Internal employees by answering product/troubleshooting related questions via Slack and Email.

What we look for:

- 2+ years 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.

- Comfortable interacting with customers in multiple geographies like the US, UK, Europe, and Australia

- Comfortable working India night shifts, weekends, and holidays (Compensatory days off)

- You know your way around SQL and enjoy using it to dig into data.

- Youre skilled at reading and debugging customer queries, identifying issues, and sharing best practices, rather than designing schemas or writing DROP/CREATE statements.

- Thrives in a dynamic, fast-moving environment and enjoys helping define and improve processes as part of a growth-minded team.

- Familiar working with other technologies (i.e CSS, HTML, Python and/or R, etc.

- Track record of managing complex technical customer escalations, including customer and internal stakeholder communication

- You have a proven ability to multi-task since you could be managing one or more customer issues

- Experience in driving bug resolution across Product and Engineering teams

- You should care deeply about helping customers and should be driven to make sure they have a great experience with our product and team