Product Support Engineer – Analytics

Conviva is the first and best place 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. Conviva computes quality of experience across all users and all devices, in real time. We combine user actions with app and system responses to give your technology, business, and operations teams AI-powered insights into any issues impacting user experience and engagement. Trusted by industry leaders like Disney, NBC, and the NFL, Conviva revolutionizes how businesses understand customer experience and engagement, maximizing satisfaction, conversion, and revenue. Conviva is the intelligence layer for digital businesses, turning every consumer interaction into outcome-based intelligence—linking engagement patterns across AI agents, apps, websites, and streaming video to real results such as purchases, bookings, and resolved support requests. Powered by its patented Time-State Technology®, the Conviva® Operational Data Platform delivers real-time insights and automation that help leading enterprises grow, improve satisfaction, and build lasting trust. As a Product Support Engineer 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, ensuring the satisfaction of Conviva’s expanding client base. What success looks like: Manage and respond to client inquiries and escalations end-to-end, leveraging tools such as JIRA and Salesforce to track, prioritize, and resolve issues efficiently. Analyze product usage patterns and translate findings into clear, customer-facing insights. Use JIRA to track, analyze, and monitor bug reports, collaborating with cross-functional teams to prioritize and drive resolution. Collaborate with Engineering and Product teams to recommend best practices and resolution approaches using available proprietary technology. Automate recurring investigations or reporting workflows using scripting (Python preferred). Use AI-assisted tools to accelerate log analysis, summarize findings, validate patterns, and improve documentation quality. Build deep product expertise by proactively uncovering customer use cases and translating them into actionable recommendations aligned with business outcomes. Who You Are and What You’ve Done: Strong product analysts skills with the ability to investigate product data flows, validate customer-reported issues, and differentiate between configuration errors and system defects. Excellent debugging and troubleshooting skills with a structured approach to root cause analysis. Experience using JIRA to manage customer escalations and defect tracking. Experience with programming languages such as JavaScript or Python (preferred). Interest in product analytics and connecting user behavior to business impact. Comfortable working in high-velocity, cross-functional environments. Curious and eager to learn new technologies, particularly AI-driven analytics and automation tools. Participate in an on-call rotation for critical customer escalations. Strong spoken english skills to effectively collaborate with global teams and customers. BS in CS/Engineering (or related field) with 3–5 years of experience in SQL and scripting (Python preferred). To learn more about how Conviva can help improve the performance and outcomes of your digital services, visit www.conviva.com To learn more about how Conviva can help improve the performance and outcomes of your digital services, visit www.conviva.ai.