---
title: 'Product Support Engineer at Conviva'
canonical: 'https://feeny.ai/job/product-support-engineer-conviva-bengaluru-anj3421vkfen'
type: 'job'
last_seen: '2026-10-14'
---

# Product Support Engineer at Conviva

- **Company:** Conviva
- **Location:** Bengaluru, India
- **Posted:** 2026-09-24
- **Last confirmed live:** 2026-10-14
- **Apply:** https://www.conviva.ai/careers/job/8004215003?gh_jid=8004215003

## Job description

Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.

As a Product Support Engineer at Conviva, you will serve as the crucial link between our clients and the Engineering and Product teams. You will own the customer experience from first contact through resolution, and be expected to develop genuine product depth across our platform. This role rewards people who are technically sharp, take initiative, and know how to use the tools available to them to get to answers faster and do better work.

What success looks like:

- Manage client inquiries and escalations end-to-end using Salesforce and JIRA, keeping issues moving and customers informed at every step.
- Develop a thorough understanding of how Conviva products work: how data flows through the platform, how configurations impact what customers see, and how to trace an issue to its root cause.
- Analyze product usage and translate what you find into clear, useful insights that connect to what customers are actually trying to accomplish.
- Work closely with Engineering and Product to flag bugs, share patterns you see in the field, and help shape how issues get prioritized and resolved.
- Use AI tools as a genuine part of how you work: to investigate issues faster, improve the quality of your written communication, and amplify your productivity.
- Build simple internal tools and scripts that cut out repetitive manual work and make the team more efficient over time.
- Take ownership of operational responsibilities including incident management, maintenance windows, release validation, and configuration changes.
- Stay close to customer needs and bring what you learn back to the team as concrete product feedback and recommendations.

Who You Are and What You’ve Done:

- You have worked in a technical support, product support, or customer-facing engineering role before and know what it takes to own an issue from intake to resolution. You are comfortable talking to customers directly, whether over a ticket or on a call.
- You are a strong debugger. You approach problems methodically, know how to read through data and logs, and can tell the difference between a misconfiguration and an actual product defect.
- You use AI tools regularly and know how to get real value out of them: faster investigation, better writing, smarter problem-solving. You treat them as part of your toolkit, not a novelty.
- You can write scripts and build lightweight automation when something is worth automating. Python is preferred, but the mindset matters more than the language.
- You have used Salesforce and JIRA to manage cases, track escalations, and coordinate across teams.
- You have experience with JavaScript or Python.
- You are genuinely curious about how products work at a system level, not just the surface you are responsible for.
- You are comfortable in environments where priorities change and you may be juggling multiple things at once.
- You are available for an on-call rotation for critical customer escalations.
- This role operates on a fixed shift schedule supporting regional business hours across a window of 3:00 AM to 3:00 PM PT. Your specific shift will be confirmed during the hiring process.
- You communicate clearly in English, both in writing and on calls, with customers and colleagues across time zones.
- BS in Computer Science, Engineering, or a related field with 5 to 7 years of experience working with SQL and scripting (Python preferred).

What Would Make You Stand Out:

- You have worked with streaming video analytics, App analytics, or AI-powered SaaS products before.
- You have used an AI coding tool like Claude, Cursor, or Copilot to actually build or automate something, not just to generate text.
- You have some familiarity with log analysis, data pipelines, or distributed systems from past work.

Learn more at [conviva.ai](http://conviva.ai) and follow the company on [LinkedIn](https://linkedin.com/company/conviva) and [YouTube](https://www.youtube.com/@conviva-ai).

## About Conviva

## Company Overview
- **One-liner**: Conviva is a consumer-perspective analytics platform for the agentic era, using full-census client-side telemetry to provide real-time insights into digital experiences across apps, websites, and AI agents.
- **Entity Type**: Private (Privately Held) — $110M total funding across 7 rounds
- **Headquarters**: Foster City, California, United States
- **Founded**: 2006
- **Founders**: Dr. Hui Zhang, Dr. Ion Stoica, Aditya Ganjam, Jibin Zhan

## Core Business
- **Primary industry**: Digital Experience Monitoring (DEM), analytics, and software development
- **Target customers**: B2B — streaming platforms, media companies, and any organization running consumer-facing digital products (apps, websites, AI agents)
- **Mission**: "Reimagining consumer-perspective analytics" — turning every digital interaction into outcome-based intelligence that reveals how experiences truly perform and drive results

## Products & Services
- **Conviva Platform (Consumer-Perspective Analytics)**: A SaaS analytics platform that ingests full-census client-side telemetry (sensors on 99% of devices) and uses a patented stateful analytics engine to continuously analyze every session and conversation. It exposes behavioral patterns, connects them to business outcomes, and surfaces opportunities for improvement in real time. Supports apps, websites, and AI agents.
- **Digital Product Insights**: A new offering built for the agentic era, providing experience analytics for apps, websites, and AI agents — measuring outcomes, friction, and risk once AI is deployed in production.
- **Time-State Data Platform**: Conviva’s underlying data platform that enables explainable, real-time analysis of complex systems (originally built for video QoE, now extended to agentic AI).

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total Funding of **$110M** (as of latest round)
- **Notable Investors/Partners**: Foundation Capital, Kalaari Capital, Notable Capital; also backed by multiple venture rounds and corporate investors. Partners include major streaming platforms (Fox, Peacock).
- **Growth Signals**:
  - 267 employees (+4.8% YoY) operating across 12 countries including India, China, UK, Spain, Brazil
  - Named a **Leader in Digital Analytics by G2 Winter 2026**
  - Recognized as a **Visionary in the 2025 Gartner® Magic Quadrant™ for Digital Experience Monitoring**
  - Processes **5 trillion+ events/day** with **12 billion+ metric computations/minute**
  - 7 billion+ sensors deployed on devices

## Competitive Advantages
- **Full-census, client-side telemetry** (not sampling) — every interaction is captured, providing a complete view of consumer experience
- **Patented stateful analytics engine** that connects behavioral patterns to outcomes in real time
- **Unmatched scale**: 99% sensor coverage on devices, handling trillions of events daily
- **Agentic AI readiness**: Extending its analytics to measure the behavior, efficiency, and failure modes of AI agents in production — a frontier few competitors address
- **Industry-first achievement**: Only intelligence layer that links consumer engagement patterns to business outcomes at any scale

## Strategic Focus
- **Expanding from video experience analytics into agent experience analytics** — measuring how effectively AI agents reach outcomes, how much friction they introduce, and where breakdowns occur across real customer interactions
- **Reducing data warehouse costs** by providing actionable intelligence that lowers the need for massive raw data storage
- **Improving MTTD (Mean Time to Detection)** and overall customer satisfaction for digital products

## Why Work Here
- **Culture highlights**: Values include "growth mindset," "ownership & urgency," "curiosity & desire to learn," "positive energy & intent," "eagerness to understand & solve customer problems," and "instinct to act & help." Emphasis on collaboration, accountability, and innovation.
- **Remote/hybrid/office policy**: Offices in **Silicon Valley (Foster City, CA)**, **Bengaluru, India**, and **Beijing, China**. The Bengaluru office features a "work-from-anywhere atmosphere" with active communal spaces and quiet zones; the Foster City HQ is an open workspace with sweeping views. Not explicitly remote-first, but flexible work environment is described.
- **Notable perks**:
  - Daily catered lunches, snacks, and beverages
  - Gym & shower facilities, bike storage, outdoor courtyard
  - EV charging stations
  - Shuttle service to Hillsdale Caltrain Station (Foster City)
  - Health insurance, wellness programs, retirement plans (varies by region)
  - Career coaching, internal leadership development, funding for personal/professional development
  - Corporate social responsibility: volunteer time off, donation matching
  - Inclusivity & belonging initiatives, cultural celebrations
- **Engineering culture**: Innovation-driven, working on big data streaming, real-time analytics, and AI agent measurement. Teams are technical (146 people in technical roles), with alumni going to Google, Amazon, Apple, Roku, etc. Talent sourced from top tech companies (Amazon, Google, New Relic, Akamai).

## Sources
1. [conviva.ai](https://www.conviva.ai/)
2. [conviva.ai/careers](https://www.conviva.ai/careers/)
3. [conviva.ai/conviva-leadership](https://www.conviva.ai/conviva-leadership/)
4. [linkedin.com/company/conviva](https://www.linkedin.com/company/conviva)
5. [conviva.ai/job-listings](https://www.conviva.ai/job-listings/)

## Other roles at Conviva

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- [Staff Security Operations Engineer](https://feeny.ai/job/staff-security-operations-engineer-conviva-bengaluru-3cfkxbf5kh5p) — Bengaluru, India
- [Staff DevOps Engineer](https://feeny.ai/job/staff-devops-engineer-conviva-bengaluru-4bz5qy1bws0n) — Bengaluru, India
- [Technical Recruiter (Contract)](https://feeny.ai/job/technical-recruiter-contract-conviva-bengaluru-bp6jj45r1anx) — Bengaluru, India
- [Accountant, Payroll and Stock Admin](https://feeny.ai/job/accountant-payroll-and-stock-admin-conviva-foster-city-kfv17zzvh3f2) — Foster City, CA
- [IT Specialist](https://feeny.ai/job/it-specialist-conviva-foster-city-mw65rzy71z5t) — Foster City, CA
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