Conviva is the first and best place to go to understand and optimize digital customer experiences. Our Operational Data Platform harnesses full-census, comprehensive client-side telemetry—capturing every aspect of customer experience and engagement across all devices and linking them to the performance of underlying services, in real time and at a fraction of the cost of alternative solutions. Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue.

As a member of Conviva’s Customer Engineering and Support team, you’ll be the bridge between our clients and Product & Engineering. You’ll own end-to-end support—triaging and resolving complex issues across our entire product suite—while automating reporting and monitoring workflows to boost efficiency. You’ll manage recurring customer deliverables, contribute to ongoing projects like dashboards and data pipelines, and provide live support during high-impact events. You’ll work closely with internal teams to build and maintain documentation, runbooks, and training materials, and mentor peers as you develop your skills. This is an L2 role with clear paths to grow into more senior responsibilities over time.

What success looks like:

• Troubleshoot complex product and data-architecture issues end-to-end, focusing on integrations with customer environments.
• Work with Product and Engineering—using Databricks, ClickHouse, Druid, and SQL—to diagnose and resolve platform issues.
• Provide L2 support for our cloud data platform (GCP/AWS), ensuring data pipelines and analytics run reliably.
• Leverage REST APIs and distributed Big Data systems (Kafka, Hadoop, Spark) to troubleshoot ingestion and processing workflows.
• Use networking and Linux CLI skills (plus cloud storage CLIs) to manage pipelines, file transfers, and data delivery.
• Automate recurring tasks and build scripts to improve efficiency.
• Log, track, and resolve client inquiries and escalations via JIRA and Salesforce.
• Analyze JIRA bug requests and prioritize cross-departmental fixes.
• Collaborate with Product, Engineering, and Field teams with strong communication.
• Create and maintain runbooks and KB articles, train and mentor peers, and own projects and automation initiatives to enhance support processes.

Who You Are and What You’ve Done:

• Bachelor’s in CS, Engineering, or related field.
• 3+ years debugging/troubleshooting in Golang, Rust, Java, C#, JavaScript, Python (or quick to learn).
• 2+ years with relational databases (MySQL, PostgreSQL).
• Strong logical, critical-thinking, and problem-solving abilities.
• Expert at debugging, triaging issues, and using JIRA for escalations/bug tracking.
• Hands-on with data engineering tools (Databricks, ClickHouse) and comfortable automating workflows.
• Familiarity with observability (agents, SDKs, Prometheus, Grafana) and DevOps/SRE practices a plus.
• Proven ability to ask the right questions, learn use-cases, and recommend product solutions.
• Experience partnering with Product Management and Engineering on product knowledge.
• Willingness to rotate on-call for critical customer escalations.
• Excellent communication skills and ability to influence across a global organization.

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!