Customer Support Engineer

Role overview

This customer-facing engineering role sits inside a customer success organization supporting enterprise clients of an AI platform built around relational knowledge graphs and neuro/symbolic reasoning. The position handles technical support cases, partners with field engineering and product engineering, and helps evolve both the product and the support experience. It suits someone curious about complex enterprise environments who enjoys troubleshooting across data, applications, and cloud infrastructure.

Responsibilities

- Own customer issues from intake through resolution, building deep familiarity with the platform, its deployment patterns, and internal support processes. - Triage varied technical issues using error messages, log files, stack traces, sample code, and other available signals. - Collaborate with sales, field engineering, and product engineering to resolve issues completely and expediently. - Communicate effectively with customer contacts ranging from developers and operations teams to executives. - Work with product management and product engineering to surface and drive fixes and enhancements. - Use AI agents as a productivity resource for troubleshooting and proposing code optimizations. - Streamline processes, tools, and the overall customer experience while serving as a subject matter expert in chosen product areas.

Requirements

- Five or more years in a customer-facing support role. - Bachelor's or master's degree in computer science, engineering, or a closely related technical field. - Comfort troubleshooting client applications and environment issues, particularly across data cloud platforms and Azure. - Background in database technologies, including graph databases. - Proficiency in programming languages such as Python and SQL. - Strong communication, curiosity, and a demonstrated ability to learn quickly.

Nice to have

- Experience handling occasional off-hours scheduled work and on-call shifts. - Willingness to engage through email, phone, remote conferencing, and occasional in-person sessions.

Benefits and work setup

- Remote-first with regular team offsites and global events to build connection. - Base salary range of $140,000 to $160,000 plus equity and comprehensive benefits, with flexibility based on experience, skills, and location. - Open PTO, flexible schedules, recharge weeks, mental-health support, learning stipends, and a culture centered on transparency and knowledge sharing.