Technical Support Engineer

Company: Neo4J
Location: San Mateo
Posted on: July 28, 2022

Job Description:

About Neo4j:

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.

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 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 questions.

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.

Responsibilities

* Ability to handle a range of urgent to minor support requests during EMEA business hours, with occasional off-hours scheduled work.
* 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 alike.
* 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 needs.
* Author quality technical articles to share best practices and solutions with our customers and the Neo4j community.

Qualifications

* 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, JavaScript, Python, .NET, JDBC.
* 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, respectively).

Country

* US
* #LI-remote
* #LT1

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.

More information at www.neo4j.com.

Keywords: Neo4J, San Mateo , Technical Support Engineer, Engineering , San Mateo, California