Customer Support Engineer

Customer Support Engineering:

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

What You'll Do:

As a Support Engineer, you’ll spend your first months immersed in learning RAI’s products, support and other internal processes, and working on support cases from customers to build up the appropriate level of experience and insight needed to deliver the level 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 an integral part of the Support Engineering team, working together to improve and evolve the product and the support we deliver to meet our customers' needs in the market.

Qualifications:

A Customer Support Engineer at RAI is comfortable troubleshooting technical issues, 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.
• Take responsibility and ownership of 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 Engineering and Product Engineering to understand and resolve customer issues completely 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.
• Ability to leverage AI agents as a resource to accelerate troubleshooting and proactively propose code optimizations for customers.
• Effectively communicate with all levels of customer contacts including CTOs, management, developers and operations teams.
• Provide valuable guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.

Technical Skills:

• Timely triage varying issues based on error messages, log files, thread dumps, stack traces, sample code, and other available data points.
• Troubleshoot performance issues with customer technology and how it works with RAI technology.
• Embrace RAI as a part of the customer’s overall architecture, with a need to advise and troubleshoot client applications.
• Efficiently troubleshoot environment issues primarily with RAI, Snowflake, and Azure.
• Background in database technologies and/or graph database technologies.
• Proficient in programming languages - Python, SQL etc.

Other Requirements:

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

The Customer Support Engineer position offers a base salary range of $140,000 to $160,000, along with equity and comprehensive benefits. Please note that this range serves as a guideline; actual total compensation may vary based on factors such as experience, skill set, qualifications, and geographic location.