Technical Support Engineer (Aura)

March 20

Neo4j

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The #1 platform for connected data

Graph Database • NoSQL Database • Native Graph Technology • Graph Platform • Graph Analytics

501 - 1000

Description

• Spend initial months learning Neo4j's products, support, and internal processes • Support Aura (DBaaS) product line and customers • Work closely with Aura SRE team and product engineering • Troubleshoot technical issues and assist customers in custom configurations • Collaborate with Customer Success, Product Engineering, and other teams to resolve customer issues • Constantly improve processes, tools, and customer experience • Communicate effectively with various levels of customer contacts • Guide customers through email, phone, and remote conferencing • Collaborate with Product Management and Engineering on fixes and enhancements • Identify repeating patterns and address lack of best practices across customer issues • Passion for solving customer problems through ownership

Requirements

• Ability to handle urgent support requests during business hours, including off-hours work • Create and share technical knowledge content • Establish a technical understanding of Neo4j and how customers use the graph platform • Provide valuable guidance and insight to customers • Troubleshoot performance issues in JVM based software • Consult on Cypher query tuning and data model design • Assist in troubleshooting client application driver connections • Experience with Cloud Service Providers • Timely triage varying issues based on different data points

Benefits

• Gain experience supporting Neo4j's Aura (DBaaS) product line • Opportunity to become a Subject Matter Expert for specific areas within Neo4j's products • Contribute to improving and evolving the product and support delivery • Work with a global team and collaborate with various departments within Neo4j • Mentor junior colleagues to enhance their proficiency • Active participation in onboarding new hires • Competitive salary package and benefits • Flexible work environment and opportunities for growth within the company