Customer Support Analyst I

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. You’re 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
• Excellent verbal and written communication skills and should be able to tailor complex technical conversations to technical and non-technical audiences. Alignment with Company values
  

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.