Technical Support Engineer (Aura)

About the Neo4j Customer Support Department:

Neo4j Technical Support is a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Support works on deeply understanding our customers' environments, questions and issues to ensure they get the most out of their investment in Neo4j.  

What You will Do:

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. Your primary focus will be supporting Neo4j’s Aura (DBaaS) product line and customers. You will also have the opportunity to become deeply skilled in specific areas of interest within Neo4j’s products, 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.

Qualifications:

A Technical Support Engineer at Neo4j is comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. With this role’s focus on the Aura product line, a TSE also works tightly with the Aura Site Reliability Engineering (SRE) team and Aura product engineering, who deliver the service itself. Specific qualifications for this role include: 

Role 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.
• Work with customers through support requests to enable and/or configure some features of the Aura service that require custom configuration not yet available via the product UI.
• 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, and remote conferencing.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Actively participate in onboarding new hires.
• Mentor junior colleagues to become more proficient in their role.
• Identify and address repeating patterns and lack of following recommendations or best practices across customer issues.
• Passion for solving Customer problems through taking responsibility and ownership.

Technical Skills:

• 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 limited 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, JDBC.
• Possess experience with (and ideally certification on) one or more of the Cloud Service Providers (CSPs) that Neo4j Aura runs on (AWS, Azure, GCP)
• Advise and troubleshoot networking issues primarily related to connection to Aura. Knowledge of cloud networking is desirable. 
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP) environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common customer OS’s, respectively).
• Background in database technologies (SQL, noSQL, Neo4j, or competing graph database technologies).
• Docker and Kubernetes, distributed technologies and clustering
• Experience with using Apache Spark and Apache Kafka a plus 
• Nice to have: (Graph) Data Science technology experience, UI, UX

 Other Requirements:

• B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered
• Prior experience in a customer facing support role strongly preferred
• Occasional travel, up to 10% expected