Decimal AI, an AI-powered customer engineering platform for technical support teams, has raised $4 million in seed funding to expand technology that helps software companies investigate and resolve complex customer issues using code, logs, production data and other technical context. The round was co-led by Khosla Ventures and Kearny Jackson, with participation from Atlassian Ventures and Weekend Fund. Additional investors include former Stripe COO Claire Johnson, Anrok founder and Executive Chairman Michelle Valentin, and former Eightfold Chief Customer Officer Rimple Patel.
Alongside the financing, Decimal is introducing its Customer Engineering Platform, which is designed to bring more of the technical capabilities traditionally associated with engineering teams directly into the customer support process.
The company is addressing a growing challenge for software businesses as faster product development creates more complex support requirements.
Decimal’s AI Support Engineer can work across customer questions, account and billing issues, code, logs, software configurations, production information, documentation and customer histories. It can investigate technical problems and create proposed bug fixes that engineering teams can review.
The goal is to reduce the number of handoffs between customer support and engineering.
In many software organizations, support teams receive a customer issue but do not have direct access to the full technical context needed to diagnose it. The case may then move through several escalation layers before reaching an engineer capable of examining the underlying code, configuration or production behavior.
Decimal is attempting to give support teams an AI system capable of performing much of that investigative work as soon as a customer issue arrives.
The company has gained several notable customers since launching in March 2025, including Granola, Resilinc, Tealium, BuildOps and Lucidworks, along with an unnamed Fortune 5 technology company.
Usage has also increased rapidly.
Since the beginning of 2026, the volume of support interactions resolved by Decimal has grown 15-fold.
Supply-chain risk management company Resilinc reduced mean time to resolution by 62%, from 6.5 days to 2.5 days, according to Decimal.
Granola, meanwhile, is now handling twice as many support tickets while resolving approximately 70% of common questions through chat before those questions become tickets. Decimal said Granola also uses the platform to automate investigations and improve documentation through automatically generated pull requests.
The platform reflects a broader shift in enterprise software support as AI moves beyond conversational chatbots toward systems capable of performing technical investigations and taking actions.
Traditional automated support tools typically focus on answering frequently asked questions using documentation or knowledge bases.
Decimal is targeting more difficult cases where the answer may depend on what actually happened inside the customer’s software environment.
That can require examining production logs, account configuration, code behavior, historical interactions and other information that would traditionally require escalation to a technical specialist.
Decimal was founded by CEO Sanjeet Hajarnis and CTO Kevin Raji Cherian, who previously worked together at Eightfold AI.
Hajarnis led AI initiatives at Eightfold as the company grew beyond $100 million in revenue and served enterprise customers including Citibank, Morgan Stanley, NVIDIA and Netflix.
Earlier in his career, he worked as an early engineer on Facebook’s News Feed ranking systems and later built pricing technology at Uber that supported billions of rides.
Raji Cherian previously built Databricks’ vector search product and led infrastructure at Eightfold that supported matching across more than 1 billion candidate profiles and job listings.
The founders’ backgrounds in large-scale AI and enterprise infrastructure influenced Decimal’s focus on connecting customer support more directly with engineering systems.
Rather than requiring support representatives to manually summarize technical problems for developers, Decimal attempts to investigate the underlying system itself and provide evidence showing what occurred.
The company has used the financing to expand the range of technical issues its AI can investigate and deepen integrations with the support and engineering tools already used by customers.
Investors see the emerging “Customer Engineering” category as a potentially significant part of enterprise software infrastructure.
The premise is that increasingly sophisticated software products require support organizations that can understand not only customer-facing documentation but also the technical systems behind those products.
That need could grow as AI enables software teams to ship new functionality more rapidly, increasing the number and complexity of customer interactions that support teams must manage.
Decimal’s approach is to give those teams an AI engineer capable of performing much of the investigation while keeping human support and engineering teams involved in higher-level decisions and code review.
The company’s next phase will focus on expanding the platform’s technical capabilities and increasing adoption among software companies seeking to reduce resolution times and the engineering resources required for customer support.
KEY QUOTES:
“Support is becoming one of software’s biggest hidden costs. Decimal changes those economics entirely with an AI platform that understands the code and customer context as well as the best support engineers.”
Vinod Khosla, Founder of Khosla Ventures
“Customer support should not have to operate from a secondhand description of the product. The answer to customer questions is usually sitting in what the product actually did. We built Decimal to surface that evidence the moment a ticket arrives, not after a customer has waited through many escalation cycles.”
Sanjeet Hajarnis, Co-Founder and CEO of Decimal AI
“Every software company with a technical problem is going to need this. We think Customer Engineering becomes its own category, the way GTM Engineering did.”
Sriram Krishnan, Co-Founder and General Partner at Kearny Jackson
“Sanjeet and Kevin didn’t build this from the outside. They have the scar tissue and the expertise to close the gap between support and engineering, and that’s why some of the most technically sophisticated companies in the market trust them.”
Sunil Chhaya, Co-Founder and General Partner at Kearny Jackson
