Technical Support Engineer
Location: San Mateo
Posted on: July 28, 2022
Neo4j is the world's leading graph data platform. We help
organizations - including Comcast, ICIJ, NASA, UBS, and Volvo Cars
- capture the rich context of the real world that exists in their
data to solve challenges of any size and scale. Our customers
transform their industries by curbing financial fraud and
cybercrime, optimizing global networks, accelerating breakthrough
research, and providing better recommendations. Neo4j delivers
real-time transaction processing, advanced AI/ML, intuitive data
visualization, and more. Find out more at neo4j.com and follow us
At Neo4j, we have always strived to help the world make sense of
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 Role:
A Technical Support Engineer is comfortable troubleshooting
technical issues, consulting on data modeling and Cypher tuning,
and speaking with customers about their future project needs and
This is a great opportunity to join our rapidly growing company at
the heart of the Graph Database wave. The Technical Support
Engineer role is instrumental in ensuring Neo4j customers are
successful deploying and managing Neo4j in their production
environments. It is well suited to an individual with strong
technical skills who enjoys solving problems as much as working
directly with people.
* Ability to handle a range of urgent to minor support requests
during EMEA business hours, with occasional off-hours scheduled
* 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.
* Lead internal projects to build tools, improve our products, and
increase the value Customer Success delivers to our customers.
* Constantly work to streamline and improve processes, tools, and
the customer experience.
* Know when to seek help, and always be willing and open to
offering expertise and assistance to colleagues and customers
* Manage both new and existing EMEA customer needs and expectations
(and some customers in other geographies if needed) to ensure
satisfaction with the product and support.
* Develop, enhance and present customized technical material to
better equip and educate our customers.
* 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 in-person engagements.
* Work with Product Management and Product Engineering to help
define and drive fixes and enhancements to address customer
* Author quality technical articles to share best practices and
solutions with our customers and the Neo4j community.
* Timely triage varying issues based on error messages, log files,
threads dumps, stack traces, sample code, and other available data
* Troubleshoot performance issues in JVM based software (4j means
* Consult with customers on Cypher query tuning (SQL for graphs)
and data model design to address performance needs and expanding
* 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
* Review and provide suggested improvements to Java Stored
Procedures (and UDFs) and other Neo4j Java API questions.
* Efficiently troubleshoot cluster issues across multiple servers,
data centers and regions, in a variety of cloud (AWS, Azure, Google
Cloud, etc), virtual, and bare metal environments.
* Possess demonstrated proficiency in Linux (primarily) and Windows
(secondary) environments (#1 and #2 most common OS's,
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
More information at www.neo4j.com.
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,
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
More information at www.neo4j.com.
Keywords: Neo4J, San Mateo , Technical Support Engineer, Engineering , San Mateo, California
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