Technical Support Engineer

November 10

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Neo4j

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SaaS • AI • Enterprise

Neo4j is a leading company that provides graph database technology, enabling organizations to connect and analyze vast amounts of data through its platform. As the creators of the Neo4j Graph Database and the Cypher query language, they offer solutions like Neo4j AuraDB and Neo4j Graph Data Science to help businesses deploy graph applications efficiently, whether self-managed or fully-managed. Their tools are designed for developers and data scientists to easily build and visualize graph-based applications, improving data relationships and insights. Neo4j supports various use cases, including fraud detection, knowledge graphs, and financial services, and is widely adopted by the developer and data science communities globally. With educational resources like GraphAcademy, they also support a large and growing global community of graph technology experts.

501 - 1000 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

📋 Description

• As a Technical Support Engineer, you’ll spend your first 2-4 months immersed in learning Neo4j’s products, support and other internal processes, and working support cases from customers to build up the appropriate level of experience and insight needed to deliver the level of support Neo4j’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, including Support. • 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 the needs of our customers and opportunities for graph solutions in the market.

🎯 Requirements

• 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 Neo4j and how our customers build, deploy and manage applications using our graph platform. • Collaborate effectively within 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) and data model design to address performance needs and expanding use cases. • 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 and the JDBC API. • 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 clouds (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.

🏖️ Benefits

• Occasional travel, up to 20% expected