Sr. Associate Technical Support Engineer

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.
• 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.
• 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).
• 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.
• 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
• (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 for team off-sites, company events, and trainings
• Preferable prior experience in a customer facing support role