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Senior Customer Support Engineer 🔥


Intro to Neo4j:
Neo4j is the clear leader in the rapidly emerging graph database category.
Our internet-scale graph platform helps companies around the world connect data to reveal invisible contexts and hidden relationships that drive breakthrough applications and analytics.
As the #1 platform for connected data, Neo4j has over three million downloads, the world’s largest graph developer community, and thousands of graph-powered applications in production.
The most sophisticated organizations worldwide use Neo4j to harness powerful data connections, from enterprises like Walmart, eBay, and Cisco to hot startups like Medium, Musimap and Airbnb.
With its headquarters in San Mateo, Calif., Neo4j also has regional offices in Sweden, Germany and the UK. For more information, visit Neo4j.com and @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 between people, processes, locations and systems. We created, drive and are at the forefront of innovation in the Graph Database category; and we’re disrupting how organizations leverage their data to innovate and stay competitive.
About the Support Engineering Department:
Neo4j Support Engineering is an integral part of Customer Success and a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Support works on deeply understanding our customers' environments, questions and issues to ensure they get the most out of their investment in Neo4j.
What You'll Do:
As a Customer Success 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. Qualifications:
A Customer Success 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. Specific qualifications for the role include:

Player 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.
  • 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.

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).
  • 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 Java, 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).

Other Requirements:

  • 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

Country

  • US
Why Join Neo4j?
We are one of the fastest growing startups in enterprise software in Silicon Valley, and this is an opportunity to lead and develop high-value strategic technology partnering relationships.
We offer competitive salary, employer-paid benefits, generous paid family leave plans, catered lunches, a fully stocked kitchen, weekly activities, company off-sites, happy hours and the list goes on!
Neo4j is a proud equal opportunity employer that fully supports a global mindset and workforce diversity. You will love your co-workers!
Neo4j is a privately held company funded by Fidelity Growth Partners Europe, Sunstone Capital and Conor Venture Partners, Creandum, and is headquartered in San Mateo, CA, with offices in Sweden, UK, and Germany. For more information, please visit www.neo4j.com.
Our Roots and Culture:
Neo4j is a Silicon Valley company with a Swedish soul. We aim to hire smart, funny, creative and humble people who possess a lot of heart and drive. We value relationships (just like a graph!) and place trust in our colleagues to meet each day with focus and integrity.
We foster collaboration and intellectually honest discussions for consensus decision making. Every Neo4j employee is empowered to contribute and put one's own innovative stamp on projects.
Most of all, we are fanatical about graphs and creating an experience our users love.
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 the personal data that you provide will be handled.

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