Remote Customer Support Engineer – Enterprise AI

Matcha; Northern (KY); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Open PTO

Equity

Remote work worldwide

Learning stipends

Job summary

RelationalAI is hiring a Customer Support Engineer to learn our products, support processes, and customer cases. You will become a subject matter expert within the Field Engineering team and collaborate with Sales, Product Engineering, and others to resolve complex customer issues.

You will help shape the product by providing feedback, working toward efficiency improvements, and ensuring a high level of customer satisfaction across a distributed global base.

Qualifications

• 5+ years in a customer-facing support role.
• Strong troubleshooting and customer-facing communication skills.
• Comfort with learning new products and processes quickly.
• Ability to work with global teams and diverse customers.
• Proven ability to collaborate with Sales, Field Engineering and Product Engineering to resolve issues.
• Willingness to leverage AI agents to accelerate troubleshooting and propose optimizations.
• Effective communication with executives and engineers alike.
• Experience providing guidance via email, phone, remote conferencing, and in-person engagements.
• Work with Product Management and Product Engineering to drive fixes and enhancements.

Responsibilities

• Learn RelationalAI products, support processes, and internal workflows.
• Handle support cases from customers and build experience and insight for high-quality support.
• Develop deep expertise in areas of interest within the product as SME for Field Engineering.
• Collaborate with teams to understand and resolve customer issues completely and expediently.
• Contribute to improving processes, tools, and product offerings to enhance the customer experience.

Skills

Customer focus

Ownership

Urgent-to-minor support

Technical troubleshooting

Cross-functional collaboration

AI-assisted troubleshooting

Executive communication

Remote collaboration

Learning agility

Python

Education

B.S./M.S. in CS or Eng

Tools

Python

SQL

Snowflake

Azure

Job description

RelationalAI is hiring a Customer Support Engineer to learn our products, support processes, and customer cases. You will become a subject matter expert within the Field Engineering team and collaborate with Sales, Product Engineering, and others to resolve complex customer issues.

You will help shape the product by providing feedback, working toward efficiency improvements, and ensuring a high level of customer satisfaction across a distributed global base.