Are you looking to join one of the fastest-growing cloud analytics companies in the world? At ThoughtSpot, we believe the world would be a better place if everyone had easier access to facts. To this end, ThoughtSpot exists to create a more fact-driven world through simple, yet easy-to-use technology. This includes both ThoughtSpot’s (www.thoughtspot.com) search and AI-driven analytics product designed for business users to be able to quickly get answers to their own data questions as well as our new capabilities designed to accelerate data experts’ ability to perform advanced analytics and data visualization within a single interface from our recent acquisition of Mode.

About the team:

In addition to building the best analytics platform, we want to ensure that Analysts and Data Scientists successfully use Mode and ThoughtSpot. We aim to do this not only by building software but also by providing the support and resources analysts need to make an impact. We don't just troubleshoot product questions or resolve bugs—we help customers solve analytical problems. We pride ourselves on being able to find solutions to unconventional requests.

About the Opportunity:

As a Customer Support Engineer, you’ll handle complex customer escalations, take ownership of issues from start to resolution, and provide in-depth technical support to Mode & ThoughtSpot customers. If you’re a customer champion with a passion for solving challenging problems, collaborating on strategic initiatives, and enhancing the customer experience - you’ll bring tremendous value to our customers and team!

What you'll do:

• Become a ThoughtSpot & Mode expert and provide Level 2 Support for customers via Virtual Meetings, Chat, and Email

• Handle complex customer escalations and work closely with Level 1 support teams to provide advanced troubleshooting

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

• Troubleshoot complex technical issues, including SQL-related queries and data modeling challenges

• Contribute to Mode Help Site documentation and the Knowledgebase

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

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

What you'll bring:

• 4+ years combined 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.

• Hands-on experience using SQL for troubleshooting, including query optimization and resolving complex SQL issues

• Experience with data modeling and troubleshooting complex data modeling challenges (e.g., ThoughtSpot data modeling)

• Proficiency with Linux, including command-line troubleshooting and system navigation

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

• Shift-based with on-call duties, including India night shifts, weekends, and holidays (Compensatory days off)

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

• Proficiency with back-end technologies such as Python, and/or R

• Ability to multi-task and manage multiple customer escalations

• Experience driving bug resolution across Product and Engineering teams

• Excellent communication skills with the ability to tailor complex technical conversations to technical and non-technical audiences

• Proven ability to train and develop technical skills of team members and share best practices

• Alignment with Company values

Bonus:

• Experience in the data and analytics space

• Experience working in a technical support environment in the data and analytics space like Looker, Tableau, etc.

• Experience in Technical Consulting

What makes ThoughtSpot a great place to work?

ThoughtSpot is the experience layer of the modern data stack, leading the industry with our AI-powered analytics and natural language search. We hire people with unique identities, backgrounds, and perspectives—this balance-for-the-better philosophy is key to our success. When paired with our culture of Selfless Excellence and our drive for continuous improvement (2% done), ThoughtSpot cultivates a respectful culture that pushes norms to create world-class products. If you’re excited by the opportunity to work with some of the brightest minds in the business and make your mark on a truly innovative company, we invite you to read more about our mission, and apply to the role that’s right for you.

ThoughtSpot for All

Building a diverse and inclusive team isn't just the right thing to do for our people, it's the right thing to do for our business. We know we can’t solve complex data problems with a single perspective. It takes many voices, experiences, and areas of expertise to deliver the innovative solutions our customers need. At ThoughtSpot, we continually celebrate the diverse communities that individuals cultivate to empower every Spotter to bring their whole authentic self to work. We’re committed to being real and continuously learning when it comes to equality, equity, and creating space for underrepresented groups to thrive. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.