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Salary: USD 140,000 - 160,000 / annual
RelationalAI is building breakthrough AI technology that teaches large language models to understand private, structured enterprise data through proprietary Superalignment technology, relational knowledge graphs, and neuro/symbolic-relational reasoners. The company delivers trustworthy decision intelligence for high-stakes enterprise use cases.
As a Customer Support Engineer, you will be a core member of the Customer Success organization, responsible for understanding customer environments, troubleshooting technical issues, and ensuring excellent product experience. In your first months, you'll immerse yourself in RelationalAI's products and support processes while working on customer cases to build expertise. You'll become a subject matter expert in specific product areas, supporting the Field Engineering team, and collaborate with Sales, Product Engineering, and Product Management to resolve issues and drive product improvements.
Key responsibilities include:
- Triaging and resolving customer support requests across varying severity levels, including occasional off-hours and on-call work
- Troubleshooting technical issues using error messages, logs, stack traces, and other diagnostic data
- Building deep technical understanding of how customers build, deploy, and manage applications on RelationalAI's platform
- Troubleshooting performance and environment issues, particularly with RelationalAI, Snowflake, and Azure integrations
- Leveraging AI agents to accelerate troubleshooting and propose code optimizations
- Communicating effectively with diverse customer contacts (CTOs, developers, operations teams) via email, phone, and video conferencing
- Collaborating cross-functionally to streamline processes and improve the overall customer experience
- Acting as a bridge between customers and product teams to define fixes and enhancements
The role is fully remote and distributed globally, with a culture emphasizing transparency, knowledge-sharing, and continuous learning.
QUALIFICATIONS:
- 5+ years in a customer-facing support role
- B.S. or M.S. in Computer Science, Engineering, or other technical fields (strongly preferred)
- Proficiency in programming languages (Python, SQL, etc.)
- Background in database technologies and/or graph database technologies
- Ability to troubleshoot performance issues and understand customer technology architecture
- Strong problem-solving skills, curiosity, and ability to learn quickly
- Comfort with technical troubleshooting, customer communication, and collaborative teamwork
- Willingness to take ownership of customer problems and seek help when needed
