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Cloud Support Agent

Company: Thoughtspot
Location: Sunnyvale
Posted on: November 19, 2021

Job Description:

**NOTE- Though the position is posted for Sunnyvale, we will look at candidates who are currently residing and able to work anywhere in the United States as many positions here are still working from home with no future plans to return to the offices in Sunnyvale. ** What makes ThoughtSpot a great place to work? To make our dent in the universe, we seek employees with unique identities, backgrounds, and perspectives that want to build an inclusive, respectful company culture and truly challenge the status quo. We are very deliberate about building a culture focused on #selfless-excellence, continuous learning, and improvement (#2%done) achieved through #diversity (#balanceforbetter) and #inclusion. What you will be doing: Respond to customers on product-related queries in near real-time. This will typically include:

  • Diagnose and troubleshoot solutions to resolve basic application issues.
  • Log and escalate advanced issues to relevant teams.
  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Provide viable workarounds to resolve incidents.
  • Follow standard operating procedures for escalation of unresolved issues to the appropriate teams.
  • Advising customers about their way around the product and helping them gain command of their journey with ThoughtSpot.
  • Develop an in-depth understanding of common issues and train the chatbot to provide accurate responses and solutions.
  • Experience with product support processes. Guidance will be provided.
  • Passion to understand the application in depth both functionally and technically.
  • Flexibility to work in 24x7 shifts including weekends.
  • 2+ years of experience in L1 product support.
  • Ability to create and enhance SOPs and build FAQs for building/training the Bot. What you bring:
    • Knowledge of SaaS/Analytics solution.
    • Familiarity with RDBMS and MIS systems, understanding of SQL, databse concepts such as tables, views, joins, shards & relationships.
    • Awareness of Chatbot.
    • German and French language skills would be a major advantage.
    • Coding skills is a major plus point Why do engineering at ThoughtSpot? We are a team co-founded by engineers who built search and infrastructure systems at Google, database systems at Microsoft, and enterprise software at Oracle. As an engineer, you can learn how to build distributed products & systems, and the engineering processes & best practices around shipping high-quality software. At ThoughtSpot, you have the ownership and responsibility to take charge and accelerate your career that comes with a scaling company, while having the opportunity to build deeper expertise than an early-stage startup. You will work alongside experts in product, design, sales, and customer success, giving you the time and energy to focus on engineering. You will also get the chance to be part of a truly globally distributed engineering team. About ThoughtSpot: ThoughtSpot is on a mission to make the world more fact-driven. ThoughtSpot is the Modern Analytics Cloud company, revolutionizing how the world uses data. Our platform makes it 1000x times easier for anyone to analyze data, find insights, and take actions through the power of search and AI. With experienced leadership like CEO Sudheesh Nair, who took Nutanix public in the largest tech IPO of 2016, and backed by more than $550M in funding, we're well on our way to transforming what's possible in the world of data. Come join us. To all recruitment agencies: ThoughtSpot does not accept agency resumes. Please do not forward resumes to our jobs alias, ThoughtSpot employees or any other organization location. ThoughtSpot nor its employees are not responsible for any fees related to unsolicited resumes. #LI-RG1 #LI-REMOTE
      Category

      Computer User Support Specialists
      Experience

      2 to 20+ years
      Job type

      Full time

Keywords: Thoughtspot, Sunnyvale , Cloud Support Agent, Sales , Sunnyvale, California

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