About this role.
RelationalAI is hiring a Customer Support Engineer to resolve complex customer issues involving its enterprise AI and relational data platform. The role combines technical case triage, performance troubleshooting, customer communication, and cross-functional work with Sales, Field Engineering, Product Management, and Product Engineering. Candidates need at least five years of customer-facing support experience plus practical skills with Python, SQL, databases, graph technologies, Snowflake, Azure, logs, and stack traces. The position is remote within the United States and includes scheduled on-call or off-hours coverage as needed. Success requires strong ownership, rapid learning, clear communication with both technical and executive stakeholders, and a continuous-improvement mindset.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first establish the impact, scope, timeline, recent changes, and reproducibility. I would collect relevant error messages, request identifiers, logs, query details, configuration, and performance metrics, then isolate whether the issue is in the application, network, cloud environment, data layer, or platform interaction. I would communicate status and next steps regularly, document findings, and engage engineering with a concise, evidence-based escalation if needed.
I tailor the level of detail to the audience while keeping the facts consistent. For a developer, I provide reproduction steps, technical evidence, root cause, workaround, and implementation guidance; for an executive, I summarize business impact, affected scope, risk, mitigation, owner, and expected resolution timeline. In both cases, I avoid speculation and clearly distinguish confirmed findings from open investigation items.
I prioritize according to customer impact, production severity, number of users affected, availability of a workaround, contractual obligations, and time sensitivity. I acknowledge every case promptly, stabilize critical production issues first, and set transparent expectations for lower-severity requests. I also reassess priorities as new evidence or customer impact emerges.
I use SQL to validate data quality, isolate slow or unexpected query behavior, compare result sets, and identify patterns in customer data. With Python, I can reproduce API or application behavior, parse logs, automate diagnostic checks, and build small scripts to test hypotheses. I document the exact inputs, environment, results, and remediation so that the customer and internal teams can repeat the analysis.
I would classify recurring cases by symptom, environment, feature area, and root cause, then quantify frequency and customer impact. I would propose targeted actions such as documentation updates, diagnostic tooling, product fixes, alerts, runbooks, or onboarding improvements, partnering with Product and Engineering to prioritize them. After release, I would monitor case volume and customer feedback to verify that the change improved the experience.
Who We Are
At RelationalAI, we’re solving one of the most important challenges in artificial intelligence: how to teach large language models the logic, semantics, and business context of the modern enterprise.
Frontier models are trained almost entirely on public data — they can speak about the world, but they don’t understand your business. We fix that.
RelationalAI has pioneered a breakthrough called Superalignment — technology that enables LLMs to learn natively from private, structured enterprise data inside the data cloud.
By combining this with relational knowledge graphs and our proprietary neuro/symbolic-relational reasoners, we deliver trustworthy decision intelligence: systems that use semantic models to truly understand how a business operates and can reason across its data to drive better outcomes.
We’re a globally distributed team of engineers, scientists, and builders redefining how AI learns from data. We believe that high-stakes decisions deserve frontier intelligence — intelligence that’s explainable, aligned, and grounded in reality.
If you’re driven by curiosity, thrive in complexity, and want to help build the system that brings true understanding to enterprise AI, you’ll feel right at home here.
Customer Support Engineering:
Customer Support Engineering is an integral part of the Customer Success organization and a key foundation for the long-term success and satisfaction of our growing customer base. This team’s primary focus is 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 months immersed in learning RAI’s products, support and other internal processes, and working on 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 our customers’ needs 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 be curious and have a proven ability to learn quickly.
Specific qualifications for the role include:
Role Skills:
- Passion for solving customer problems.
- Take responsibility and ownership of 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.
- Ability to leverage AI agents as a resource to accelerate troubleshooting and proactively propose code optimizations for customers.
- 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, thread 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.
The Customer Support Engineer position offers a base salary range of $140,000 to $160,000, along with equity and comprehensive benefits. Please note that this range serves as a guideline; actual total compensation may vary based on factors such as experience, skill set, qualifications, and geographic location.
Why RelationalAI
At RelationalAI, you will:
- Work from anywhere in the world
- Earn competitive salary + equity
- Enjoy open PTO, flexible schedules, and recharge weeks
- Access global benefits, mental-health support, and learning stipends
- Join a transparent, inclusive, and globally connected culture that values curiosity, excellence, and impact
- 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.
Country Hiring Guidelines:
RelationalAI hires people from 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.
How to Apply
If you’re driven by understanding, powered by curiosity, and ready to help shape the next era of enterprise intelligence — we’d love to hear from you.
Join us and help build the reasoning layer for the modern enterprise.
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.
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