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Customer Support Engineer (Remote)

Neo4j

| 2023-12-13

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Job details
Company overview

About Neo4j:

Neo4j is the leader in graph database technology. As the world’s most widely deployed graph database, we help global brands – including Comcast, NASA, UBS and Volvo – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence, fraud detection, real-time recommendations and knowledge graphs.

Our Vision:

At Neo4j, we have always strived to help the world make sense of data.

As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.

About the Support Engineering Department:

Neo4j Support Engineering is an integral part of Customer Success and 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'll Do:

As a Customer 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.

Qualifications:

A Customer 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. Specific qualifications for the role include:

Player 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.
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.

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 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 Java, 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

Other Requirements:

B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered
Occasional travel, up to 20% expected
Preferable prior experience in a customer facing support role

Country

IND
#LI-Remote
#LI-SK1

Why Join Neo4j?

Neo4j is among the 20 most popular databases in the world and the clear leader in the rapidly emerging Graph Data Platform category. We’re well funded and have an experienced management team focused on how organizations should apply data to solve challenging problems for decades to come. We have customers in every industry across the globe, and we build technology that has a proven product/market fit. Joining our team is an opportunity to define the future of data, analytics and automation.

We offer a competitive salary and benefits, engaging virtual events and a welcoming team. You will love your co-workers!

Neo4j is a privately held company with our U.S. headquarters in San Mateo, California. We have employees located all over the world, from Thailand to Canada, many of whom work remotely, and we have offices in Sweden (Malmo and Stockholm), the UK (London) and Germany (Munich).

More information at www.neo4j.com.

Neo4j Values:

Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:

We value relationships

We focus on user success

We thrive in a culture that is open and inclusive

We assume positive intent

We welcome intellectually honest discussions

We deliver on our commitments

Diversity, Equity and Inclusion at Neo4j:

At Neo4j, we value relationships and that involves building an environment where everyone feels like they belong. We believe strong relationships involve being accountable, bringing our whole selves to work, valuing intellectually honest discussions and being receptive to new ideas and perspectives. One of our central goals is to provide an inclusive, diverse and equitable workplace for everyone to develop their potential and have a positive, career-defining experience.

Are you intrigued by this role? We encourage you to apply even if you don’t 100% fit the qualifications above.

Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide.

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