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Customer Support Engineer

2 months ago

Remote, Oregon, United States RelationalAI Full time

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.


Customer Support Engineering:

Customer Support Engineering is an integral part of Customer Success organization and a key foundation for the long-term success and satisfaction of our growing customer base. This team's primary focus will be 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 2-4 months immersed in learning RAI's products, support and
other internal processes, and working 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 the needs of our customers 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 have curiosity and a proven ability to learn quickly.

Specific qualifications for the role include:

Role Skills:

  • Passion for solving Customer problems.
  • Take responsibility and ownership with 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.
  • 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, threads 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

Why RelationalAI

RelationalAI is committed to an open, transparent, and inclusive workplace. We value the unique backgrounds of our team. We are driven by curiosity, value innovation, and help each other to succeed and to grow. We take the well-being of our colleagues seriously, and offer flexible working hours so each individual can find a healthy balance that affords them a productive, happy life wherever they choose to live.

Country Hiring Guidelines:

RelationalAI hires around the world. All of our roles are remote; however, some locations might carry specific eligibility requirements.

Because of this, understanding location & visa support helps us better prepare to onboard our colleagues.

Our People Operations team can help answer any questions about location after starting the recruitment process.

Privacy Policy: EU residents applying for positions at RelationalAI can see our Privacy Policy here.

California residents applying for positions at RelationalAI can see our Privacy Policy here

RelationalAI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.