Customer Support Engineer
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Job Description
Customer Support Engineer troubleshooting RelationalAI’s enterprise AI platform, databases, and customer environments. Supporting global customers and collaborating with engineering teams to improve product reliability and experience.
Responsibilities:
- Learn RelationalAI products, support processes, and internal processes during the first months
- Work on customer support cases to develop the experience and insight needed to deliver high-quality support
- Become deeply skilled in specific product areas and act as a Subject Matter Expert for the Field Engineering team
- Troubleshoot technical issues and address customer needs, questions, and concerns
- Collaborate with Sales, Field Engineering, Product Engineering, and Product Management to resolve customer issues and define and drive fixes and enhancements
- Improve processes, tools, product offerings, and the overall customer experience
- Provide guidance and insight through email, telephone, remote conferencing, and occasional in-person engagements
- Advise on and troubleshoot client applications and customer environments
- Support customers across varying urgency levels, including scheduled off-hours work and on-call shifts
Requirements:
- Ability to troubleshoot technical issues and communicate with customers about their needs, questions, and concerns
- Ability to learn quickly
- Ability to handle urgent to minor support requests during business hours, with occasional scheduled off-hours work and on-call shifts
- Ability to build a solid technical understanding of RelationalAI and how customers build, deploy, and manage applications using its platform
- Ability to collaborate with Sales, Field Engineering, and Product Engineering
- Ability to leverage AI agents for troubleshooting and propose code optimizations
- Ability to communicate effectively with CTOs, management, developers, and operations teams
- Ability to triage issues using error messages, log files, thread dumps, stack traces, sample code, and other data
- Experience troubleshooting performance issues
- Experience troubleshooting environments involving RelationalAI, Snowflake, and Azure
- Background in database technologies and/or graph database technologies
- Proficiency in Python and SQL
- 5+ years in a customer-facing support role
- B.S. or M.S. in Computer Science, Engineering, or another technical field strongly considered
Benefits:
- Equity
- Open PTO
- Flexible schedules
- Recharge weeks
- Global benefits
- Mental-health support
- Learning stipends
- Regular team offsites and global events
- Transparent, inclusive, and globally connected culture
- Knowledge-sharing through team standups, fireside chats, and open meetings
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