Technical Support Engineer, Neo4j
More information about location
Graph-based data analysis
Open for applications
Graph-based data analysis
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
To help the world make sense of big data by enabling businesses and organizations to harness the power of connections and relationships in data.
Role
Who you are
- Background in database technologies (SQL, noSQL ) or competing graph database technologies
- Docker and Kubernetes, distributed technologies and clustering
- Nice to have: Graph Data Science technology experience, UI, UX
Desirable
- B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered
- Occasional travel, up to 20% expected
- Preferable prior experience in a customer facing support role
What the job involves
- As a Technical Support Engineer, you’ll spend your first 2-4 months immersed in learning Neo4j’s products, support and other internal processes, and working support cases from customers to build up the appropriate level of experience and insight needed to deliver the level of support Neo4j’s customers have come to appreciate and expect
- You will also have the opportunity to become deeply skilled in specific areas of interest within the product, acting as a Subject Matter Expert for our Field Engineering team, including Support
- Last but not least, you will be an integral part of the Support Engineering team, working together to improve and evolve the product and the support we deliver to meet the needs of our customers and opportunities for graph solutions in the market
- A Technical Support Engineer at Neo4j is comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe
- Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts
- 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
- 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
- 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 occasionally in-person engagements
- Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs
- Passion for solving Customer problems
- Take responsibility and ownership with Customer problems
- 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, Spring, JavaScript, Python, .NET, Go and the JDBC API
- 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 clouds (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)
Our take
Innovation in database models has developed gradually over the past decade, from scale-out SQL, to key-value stores. Every now and again, something comes along to change the game, and such is the case with Neo4j.
Offered as either a self-hosted database or cloud service, Neo4j is a graph database development platform that focuses on the connections between individual data entities. This offers insights into how systems, people, locations, and seemingly unrelated data points are related so that users can address complex data questions, such as business recommendations, AI, fraud detection, and more. The company is seen as a leader in graph technology with unlimited scaling, which was demonstrated when, in 2021, it produced a record-breaking graph database with over a trillion relationships.
Graph-based data models are now crucial components for AI and machine learning applications, and Neo4j has achieved an impressive number of funding rounds and amassed hundreds of enterprise customers using its product. These include Airbnb, eBay, Lyft, and NASA, the latter of which used graph database technology from Neo4j during the development of the Orion spacecraft.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Nov 2024
$50m
LATE VC
Nov 2021
$66m
SERIES F
Total funding: $632.7m
Company HQ
Downtown, San Mateo, CA
Leadership
Emil Eifrem
(CEO)Having studied at Linköping University, they spent over 3 years as Chief Architect at Windh AB, before working as CTO for almost 5 years. They left this position in January 2007 to found Neo4j, where have worked since as CEO.
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