[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections. As a Technical Support Engineer, you will troubleshoot technical issues, support customers, and collaborate with various teams to enhance customer satisfaction and product offerings.

Responsibilities

• Handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts
• Create and share technical knowledge content
• Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy and manage applications using our graph platform
• Collaborate effectively with Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently
• Constantly work to streamline and improve processes, tools, Neo4j’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
• 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
• Passion for solving Customer problems
• Take responsibility and ownership with Customer problems
• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points
• Troubleshoot performance issues in JVM based software (4j means for Java)
• Consult with customers on Cypher query tuning (SQL for graphs) to address performance needs)
• Embrace Neo4j as a part of the customer’s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring, JavaScript, Python, .NET, Go, JDBC
• Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred)
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively)
• Background in database technologies (SQL, noSQL or competing graph database technologies
• Docker and Kubernetes, distributed technologies and clustering
• Nice to have: (Graph) Data Science technology experience, UI, UX

Skills

• Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts
• Create and share technical knowledge content
• Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy and manage applications using our graph platform
• Collaborate effectively with Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently
• Constantly work to streamline and improve processes, tools, Neo4j'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
• 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
• Passion for solving Customer problems
• Take responsibility and ownership with Customer problems
• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points
• Troubleshoot performance issues in JVM based software (4j means for Java)
• Consult with customers on Cypher query tuning (SQL for graphs) to address performance needs)
• Embrace Neo4j as a part of the customer's overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring, JavaScript, Python, .NET, Go, JDBC
• Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred)
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS's, respectively)
• Background in database technologies (SQL, noSQL or competing graph database technologies
• Docker and Kubernetes, distributed technologies and clustering
• B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered
• Occasional travel, for team offsites and training
• Preferable prior experience in a customer facing support role
• (Graph) Data Science technology experience, UI, UX

Benefits

• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Certain leaves of absence

Company Overview

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