Technical Support Engineer, GraphAware
+ Equity
Mission-critical graph analytics
Be an early applicant
Mission-critical graph analytics
21-100 employees
Be an early applicant
+ Equity
21-100 employees
Company mission
To help organisations gain a competitive edge through the application of graph technologies.
Role
Who you are
- This role is ideal for someone with a strong technical background, a structured approach to support operations, and excellent communication skills
- Very strong analytical, structured, and problem-solving mindset
- Excellent communication skills in English (spoken and written)
- Cultural awareness and ability to communicate effectively across diverse teams
- Demonstrated growth mindset and continuous improvement attitude
- Understanding of:
- JVM applications (basics)
- Python (basics)
- Frontend/browser inspection tools
- REST/HTTP concepts
- Support levels, SLAs, and role separation
- Importance of documentation and knowledge base practices
- Hands-On Experience
- Creating, debugging and maintaining Docker compose files
- Performing calls against REST APIs
- Data manipulation using ETL tools or Python
- Docker environments
- SQL querying and troubleshooting
- Network diagnostics on Linux
- Authentication mechanisms (Auth/LDAP,OIDC)
- Working with at least one major cloud provider (AWS, Azure, GCP, etc.)
- Monitoring and log analysis tools
- Using support/ticketing systems (preferably Freshdesk)
Desirable
- Experience with ESB, Kafka, or message queue systems
- Familiarity with Neo4j
What the job involves
- As a Technical Support Engineer at GraphAware, you will manage our technical support function for GraphAware Hume, our graph-powered intelligence platform. You will provide advanced technical support to our global customer base, ensuring fast and effective issue resolution while continuously improving support processes and tools
- You will act as a bridge between customers and engineering teams, ensuring that client issues are handled efficiently and professionally
- Act as Level 2 (L2) support, independently troubleshooting and resolving reported technical issues, escalating to L3 as needed with complete technical documentation
- Lead and coordinate support operations across time zones, ensuring stability, responsiveness, and continuous service improvement
- Contribute to support process design, including SLA structures, metrics definition, and team workflows
- Collaborate with engineering and product teams to ensure smooth issue resolution, knowledge sharing, and process consistency
- Maintain and enhance documentation and internal knowledge bases (KB) for efficient future issue resolution
- Provide online technical support to enterprise customers globally
- Participate in root cause analysis, monitor recurring issues, and propose improvements to systems and processes
Our take
With the ever-growing availability of data, it is vital that analysts have the tools to alert them to the right information at the right time. While traditional systems generate alerts for tagged entries (such as phone numbers or address changes), graph-based alerting extends this functionality to allow complex and flexible alert logic to be created.
GraphAware’s graph analytics solution, Hume, is used by analysts, data scientists, and data-savvy business users across a wide range of applications, such as community safety, new medicine discovery, and policymaking advisement. Importantly, its platform enables users to convert multiple distributed data sources into a single, connected source.
Partnered with industry-leading companies, such as Shell, Redhorse, LinkedIn, and Bank of America, GraphAware is well set to see further adoption in the future. It continues to innovate its product offerings and develop new features and capabilities. For example, an integration with graph database management system Neo4j brings CDC (Change Data Capture) to the platform, enabling the receipt of events for every change within a graph.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Company benefits
- Remote-first
- Equity benefits
- Generous vacation
- Professional development
- Company events
- Flexible working hours
Company HQ
London, UK
Leadership
Michal Bachman
(CEO)Former Senior Consultant at OpenCredo and Software Architect at Kuehne + Nagel.
Daniela Merglova
(Non-Executive Director)Former Operations Director and Finance Manager at the company. Previous Senior Associate at PwC.
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