Product Support Engineer – Analytics at Conviva

<p><strong>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.</strong></p> <p>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.</p> <p><strong>What success looks like:</strong></p> <ul> <li>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.</li> <li>Analyze product usage patterns and translate findings into clear, customer-facing insights.</li> <li>Use JIRA to track, analyze, and monitor bug reports, collaborating with cross-functional teams to prioritize and drive resolution.</li> <li>Collaborate with Engineering and Product teams to recommend best practices and resolution approaches using available proprietary technology.</li> <li>Automate recurring investigations or reporting workflows using scripting (Python preferred).</li> <li>Use AI-assisted tools to accelerate log analysis, summarize findings, validate patterns, and improve documentation quality.</li> <li>Build deep product expertise by proactively uncovering customer use cases and translating them into actionable recommendations aligned with business outcomes.</li> </ul> <p><strong>Who You Are and What You’ve Done:</strong></p> <ul> <li>Strong product analysts skills with the ability to investigate product data flows, validate customer-reported issues, and differentiate between configuration errors and system defects.</li> <li>Excellent debugging and troubleshooting skills with a structured approach to root cause analysis.</li> <li>Experience using JIRA to manage customer escalations and defect tracking.</li> <li>Experience with programming languages such as JavaScript or Python (preferred).</li> <li>Interest in product analytics and connecting user behavior to business impact.</li> <li>Comfortable working in high-velocity, cross-functional environments.</li> <li>Curious and eager to learn new technologies, particularly AI-driven analytics and automation tools.</li> <li>Participate in an on-call rotation for critical customer escalations.</li> <li>Strong spoken english skills to effectively collaborate with global teams and customers.</li> <li>BS in CS/Engineering (or related field) with 3–5 years of experience in SQL and scripting (Python preferred).</li> </ul> <p><strong><span class="TextRun SCXW248142862 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW248142862 BCX0">To learn more about how Conviva can help improve the performance&nbsp;</span><span class="NormalTextRun SCXW248142862 BCX0">and outcomes&nbsp;</span><span class="NormalTextRun SCXW248142862 BCX0">of your digital services, visit&nbsp;</span></span><a class="Hyperlink SCXW248142862 BCX0" href="http://www.conviva.com/" target="_blank"><span class="TextRun Underlined SCXW248142862 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW248142862 BCX0" data-ccp-charstyle="Hyperlink">www.conviva.com</span></span></a><span class="EOP SCXW248142862 BCX0" data-ccp-props="{}">&nbsp;</span></strong></p>