Support Engineer

Summary

Join Neo4j as a Technical Support Engineer and be part of the Customer Success team, working on deeply understanding customers' environments, questions, and issues to ensure they get the most out of their investment in Neo4j.

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

Responsibilities

• Spend first 2-4 months immersed in learning Neo4j's products, support, and other internal processes
• Work on deeply understanding customers' environments, questions, and issues to ensure they get the most out of their investment in Neo4j
• Become deeply skilled in specific areas of interest within the product, acting as a Subject Matter Expert for our Field Engineering team
• Work together with the Support Engineering team 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

Benefits

Occasional travel, up to 20% expected