Customer Support Engineer

Summary

Join RelationalAI's Customer Support Engineering team as a remote Customer Support Engineer, working EU business hours. You will troubleshoot technical issues, develop in Python, interact with customers, and collaborate with colleagues globally. The role requires strong Python and SQL skills, a background in data science, and experience with cloud database technologies. You'll be responsible for improving processes, tools, and the overall customer experience. RelationalAI offers a remote-first culture with comprehensive benefits, including flexible working hours, open PTO, paid parental leave, and investment in learning and development. The company values a transparent and inclusive workplace.

Requirements

• Passion for solving customer problems
• 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
• 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

Responsibilities

• Troubleshoot technical issues
• Develop in Python
• Speak with customers about their needs, questions, and concerns
• Work with colleagues as part of a growing team distributed across the globe
• 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

Benefits

• Competitive salary and equity
• Work from anywhere in the world
• Comprehensive benefits coverage, including global mental health support
• Open PTO – Take the time you need, when you need it
• Company Holidays, Your Regional Holidays, and RAI Holidays—where we take one Monday off each month, followed by a week without recurring meetings, giving you the time and space to recharge
• Paid parental leave – Supporting new parents as they grow their families
• Investment in your learning & development
• Regular team offsites and global events – Building strong connections while working remotely through team offsites and global events that bring everyone together
• A culture of transparency & knowledge-sharing – Open communication through team standups, fireside chats, and open meetings