Customer Support Engineer

About the role

The Customer Support Engineer is an integral part of the Customer Success organization, responsible for understanding customer environments and resolving technical issues to ensure product satisfaction. This role involves deep product immersion, acting as a subject matter expert for field engineering, and collaborating across teams to evolve product offerings. You will work in a globally distributed environment to provide high-quality support and drive better outcomes for enterprise customers.

Responsibilities

• Troubleshoot technical issues by analyzing error messages, log files, thread dumps, and stack traces.
• Collaborate with Sales, Field Engineering, and Product Engineering to resolve customer issues.
• Advise customers on application architecture and performance optimization related to RAI technology.
• Leverage AI agents to accelerate troubleshooting and propose code optimizations.
• Communicate effectively with diverse stakeholders including developers, operations teams, and management.
• Streamline and improve support processes, tools, and product offerings.
• Manage support requests during business hours with occasional off-hours and on-call requirements.

Required skills

• Troubleshooting
• Python
• SQL
• Database technologies
• Graph database technologies
• Customer support

Nice to have

• Snowflake
• Azure

Qualifications

• B.S. or M.S. in Computer Science, Engineering, or other technical fields
• 5+ years in a customer-facing support role

Benefits

• Equity
• Open PTO
• Flexible schedules
• Recharge weeks
• Global benefits
• Mental-health support
• Learning stipends

About the Company

RelationalAI is pioneering Superalignment technology, enabling LLMs to learn natively from private, structured enterprise data. The company delivers trustworthy decision intelligence by combining relational knowledge graphs with proprietary neuro/symbolic-relational reasoners.