Support Operations Engineer, Neo4j

• Bachelor’s degree in Computer Science or a technology field; or equivalent combination of education and practical experience
• Comfortable working with the languages and frameworks currently in use:
• Neo4j
• Java, including Spring Framework
• Python
• React, Typescript, Javascript
• Comfortable working with AWS to run our infrastructure, collaborating with the team’s DevOps engineer to ensure availability and cost effectiveness
• Demonstrated work experience producing scripts, tools, or utilities, including supporting documentation and training
• Demonstrated work experience highlighting effective communication and collaboration skills with varying levels internal and external stakeholders
• Available and willing to travel to Neo4j offices in order to work closely with colleagues for team on-site and project-related purposes
• Experience working on internal tooling projects, especially single-developer or small team projects (vs working in a large software development team)
• Experience working in a technical support role, especially software support
• Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications
• If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application

Desirable

• Neo4j Customer Support is integral to our customers’ success, and a key foundation for the long-term success and satisfaction of our growing customer base
• Within the Customer Support department, we have an Operations & Enablement Team that takes ownership of the tooling and training requirements for the service delivery side of Customer Support
• As the Operations & Enablement Team’s domain has grown and now includes multiple line-of-business applications that are used to deliver value both internally and to our database customers, we require a self-motivated team player to lead the management of the infrastructure
• The Support Operations Engineer, reporting to the Operations & Enablement Team Manager, is responsible for the design, build and ongoing upkeep of all of the Operations Team’s software products
• These products include large-scale items used throughout the company, such as our hosted diagnostics environment, through to small tactical-scale scripts and tools that we deploy to help support the daily operations of the service delivery side of our Customer Support team
• The Support Operations Engineer will bring their experience and technical knowledge to the team to improve the suitability and durability of the team’s products and tooling, leveraging modern design principles and an understanding of commercial aspects
• When faced with changes or challenges, they immediately look to identify causes and quickly propose solutions that are grounded in best practices and influenced by their technical expertise in Neo4j
• The Support Operations Engineer will work primarily on the design, build and maintenance lifecycle of Support Operations software products
• They always look to identify opportunities to ease our users operational burdens by building or improving tools to maximise the use of automation and collaboration across the Customer Support team, and wider company
• Primarily working on the feature expansion and ongoing maintenance of our internally developed tools and projects
• Develop automation for the Support Operations Team to streamline operational tasks, system maintenance, and disaster recovery procedures
• Work with our DevOps resources to develop and maintain our CI/CD pipelines for building and deploying our internally developed tools and projects
• Work with Neo4j’s Security Team to implement and enforce security best practices, manage IAM policies, and ensure the security posture of our tools and infrastructure
• Own smaller tooling projects from inception through to release, as well as collaborate with other team members on larger projects
• Assist with tooling and enablement projects to help maximise the effectiveness and agility of our Customer Support Team
• Work on producing and improving reporting systems allowing Customer Support Managers to better understand the changing dynamics of their teams’ workload and performance in line with their requirements
• Work with the team manager to highlight areas of research, development and improvement within tooling and supportability realms to help ensure that the team and our applications stay up to date with new technologies and techniques, whilst deploying these carefully and judiciously to maximise return on investment