Customer Support Analyst

Customer Support Analyst (India, Remote)

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 Support Analyst, you’ll be the first point of contact for Mode & ThoughtSpot customers and will set the tone for the customer support experience. If you’re a customer champion, passionate about solving problems and collaborating on strategic initiatives to enhance 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 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 Knowledgebases
• 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

Bonus:

• Experience working in a technical support environment in the data and analytics space like Looker, Tableau, etc.
• Experience in Technical Consulting
• Javascript
• Rest APIs
• Experience with Generative AI or LLMs