Customer Support Analyst

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

Mandatory and Required Skills for All ThoughtSpot Roles

Spotters are expected to demonstrate AI literacy and workflow integration to include to ability to:

• Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.

• Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.

• Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.

• Write effective prompts to get the most accurate and creative results from AI tools.

Spotters are expected to exemplify these key traits and AI Mindset:

• Curiosity in exploring new AI tools

• Adaptability to quickly learn and implement new, emerging AI technologies

• Critical thinking to know when to identify when AI should be used versus when human judgement is necessary

This combination of curiosity, adaptability, and discernment defines the AI mindset, and it’s required for every role at ThoughtSpot.

AI Mindset for All Spotters

At ThoughtSpot, we believe AI is a necessary and essential part of how we work. Every role, across every team, is expected to be fluent and comfortable with using AI to do their best work.

All Spotters are expected to experiment with ThoughtSpot’s AI tools (like Spotter and SpotterViz) and leading industry LLMs to streamline workflows, enhance output, and uncover new insights. Whether drafting content, analyzing data, or summarizing documents, AI is a daily partner. We value curiosity, openness to learning, and thoughtful application of AI to create real value. Training and resources are provided so every Spotter can confidently create with AI.

Hybrid Work at ThoughtSpot

Spotters assigned to an office are encouraged to experience the energy of their local office with an in-office expectation of 2-3 days per week. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.

ThoughtSpot for All

At ThoughtSpot, diverse teams build better products. Complex data problems need many perspectives, not just one. We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work. If this role excites you and you believe you’re a strong match, we encourage you to apply.

What Makes ThoughtSpot a Great Place to Work?

ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven. 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 Trust, Customer Obsession, Innovation and Intensity, 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.

About ThoughtSpot

The world’s most innovative companies turn to ThoughtSpot’s AI-Powered Analytics to put data in the hands of everyone, from the C-suite to the frontline. With simple, natural language search and AI, anyone can ask questions, discover insights, and act with confidence. Unlike legacy tools that sacrifice performance for complexity, ThoughtSpot is intuitively designed for every business user while being built to handle the most complex, large-scale data, wherever it resides. This unique combination of speed and simplicity is why enterprise leaders trust ThoughtSpot to transform decision-making into a truly data-driven culture.

At ThoughtSpot, we’re a curious, data-driven bunch. We believe the world works better when everyone has access to facts. That’s why we build products that make asking and answering data questions as natural as having a conversation.