Customer Support Engineer
New
R
RelationalAIArtificial Intelligence
Remote United StatesFull-TimeMiddle
Salary$140,000 to $160,000
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Job Details
- Experience
- 5+ years in a customer-facing support role.
- Required Skills
- PythonSQLSnowflakeAzureRESTful APIsCustomer support
Requirements
- 5+ years of experience in a customer-facing support role.
- B.S. or M.S. in Computer Science, Engineering, or a technical field.
- Proficiency in Python and SQL.
- Experience troubleshooting database or graph database technologies.
- Ability to triage issues using log files, stack traces, and thread dumps.
- Experience with cloud platforms like Azure and data platforms like Snowflake.
- Strong technical understanding of how customers build and deploy applications.
- Ability to communicate complex technical concepts to both technical and executive stakeholders.
- Experience with on-call rotations and occasional off-hours support.
- Proven ability to learn new products and processes quickly.
Responsibilities
- Manage and troubleshoot customer support cases to ensure high satisfaction.
- Serve as a Subject Matter Expert for the Field Engineering team.
- Collaborate with Sales, Field Engineering, and Product Engineering to resolve issues.
- Triage and resolve technical issues using log files, thread dumps, stack traces, and sample code.
- Troubleshoot performance issues related to RAI, Snowflake, and Azure integrations.
- Communicate effectively with diverse customer contacts ranging from developers to CTOs.
- Identify and drive product fixes and process enhancements based on customer feedback.
- Leverage AI agents to accelerate troubleshooting and optimize customer code.
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