Customer Support Engineer

Job not on LinkedIn

🔥 23 hours ago

🇺🇸 United States – Remote

💵 $140k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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RelationalAI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤖 Artificial Intelligence

☁️ SaaS

💰 $40M Series A on 2022-04

Artificial Intelligence • SaaS

RelationalAI is a technology company that enhances decision-making across organizations by utilizing a Knowledge Graph Coprocessor within the Snowflake data cloud. This innovative solution operationalizes the rules, relationships, and decision systems crucial for businesses, integrating powerful decision-making tools such as graph analytics, rules-based reasoning, and mathematical optimization. By utilizing advanced techniques like AI, graph neural networks, and predictive analytics, RelationalAI helps businesses detect fraud, identify influential customers, and optimize operations. The platform aims to simplify intelligent application development and improve business intelligence through expressive and scalable rule-based reasoning and graph analytics.

📋 Description

• 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