Customer Support Engineer

We Are

At RelationalAI, we are enabling the future of data-centric systems that learn, reason, and predict, built on our cloud-native relational knowledge graph management system. We are bringing together a global team of exceptional people who inspire and respect one another to achieve our mission.

We are intellectually curious, with problem-solving mindsets and a proven track record of delivering results. We value the ability to learn, grow, and respond to an ever-changing landscape of challenges and opportunities as much as we value past experience.

RelationalAI is a remote-first company that has been operating with a distributed team since day one.  We are based on six continents, support team members wherever they live, and are fluent in the tools and processes of distributed and often asynchronous work.

*This position is a remote position. The required working hours are EU business hours.

 

Customer Support Engineering:

Customer Support Engineering is an integral part of our Field Engineering organization and a key foundation for our growing customer base's long-term success and satisfaction. This team’s primary focus will be understanding our customers' environments and addressing any questions or issues they have to ensure the best customer experience with RelationalAI products and services.

What You'll Do:

As a Customer Support Engineer, you’ll spend your time immersed in learning RAI’s products and Support processes, working support tickets from customers to build up the appropriate level of experience, and gaining the insight needed to deliver the quality of support RAI’s customers have come to appreciate and expect. You will also have the opportunity to become deeply skilled in specific areas of interest within the product, acting as a Subject Matter Expert for our Field Engineering team. Last but not least, you will be a key member of our growing Support Engineering team, working together to improve and evolve the product and the support we deliver to meet the needs of our customers in the market.

Qualifications:

A Customer Support Engineer at RAI is comfortable troubleshooting technical issues, developing in Python, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. This person should be curious and have a proven ability to learn quickly.

Specific qualifications for the role include:

Role Skills:

• Passion for solving customer problems.
• Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts.
• Establish and constantly build upon a solid technical understanding of RAI and how our customers build, deploy, and manage applications using our platform.
• Collaborate effectively with Sales, Field Engineers, and Product Engineers to understand and resolve customer issues thoroughly and expediently.
• Constantly work to streamline and improve processes, tools, RAI’s product offerings, and the overall customer experience.
• Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike.
• Effectively communicate with all levels of customer contacts, including CTOs, management, developers, and operations teams.
• Provide valuable guidance and insight through email or video calls.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Embrace RAI as a part of the customer’s overall architecture, with a need to advise and troubleshoot client applications.

Technical Skills:

• Strong Python programming skills.
• Proficient in Database/SQL programming languages.
• Background in Data Science.
• Experience in the timely triage of varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Experience with cloud database technologies and/or graph database technologies.
• Experience troubleshooting environment issues primarily with Snowflake and Azure.
• Familiarity with formal logic and rule-based reasoning.

Other Requirements:

• 5+ years in a customer-facing Technical Support Engineering role
• 3+ years of Python programming experience
• B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered

 

Why RelationalAI