Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Acquire knowledge about RelationalAI products, support processes, and internal operations during the initial months.

• Engage with customer support cases to gain the experience and insights necessary for providing exceptional support.

• Develop deep expertise in specific product areas and serve as a Subject Matter Expert for the Field Engineering team.

• Diagnose technical issues and respond to customer needs, inquiries, and concerns.

• Collaborate with Sales, Field Engineering, Product Engineering, and Product Management to address customer issues and define and implement solutions and enhancements.

• Enhance processes, tools, product offerings, and the overall customer experience.

• Offer guidance and insights through email, phone, remote conferencing, and occasional in-person interactions.

• Provide advice on and troubleshoot client applications and customer environments.

• Assist customers with varying urgency levels, which may include scheduled off-hours work and on-call shifts.

⛳️ Requirements

• Proficiency in troubleshooting technical issues and effectively communicating with customers regarding their needs, inquiries, and concerns.

• Quick learner with the ability to adapt rapidly.

• Capability to manage urgent and minor support requests during business hours, along with occasional scheduled off-hours work and on-call shifts.

• Strong technical understanding of RelationalAI and knowledge of how customers develop, deploy, and manage applications using its platform.

• Proven ability to collaborate with Sales, Field Engineering, and Product Engineering teams.

• Skilled in utilizing AI agents for troubleshooting and recommending code optimizations.

• Effective communication skills with CTOs, management, developers, and operations teams.

• Competence in triaging issues using error messages, log files, thread dumps, stack traces, sample code, and other relevant data.

• Experience in diagnosing performance issues.

• Familiarity with troubleshooting environments that include RelationalAI, Snowflake, and Azure.

• Background in database technologies and/or graph database technologies.

• Proficiency in Python and SQL.

• At least 5 years of experience in a customer-facing support role.

• B.S. or M.S. in Computer Science, Engineering, or another technical field is strongly preferred.

🏝️ 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