$80K — $100K *
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. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.
We are looking for an exceptional, driven, hands-on, and customer-obsessed technical support engineer to form the foundation of our Database as a Service (DBaaS) Support team. This role will work directly with customers, as well as with internal organizations such as cloud operations, product management, and development teams, exercising diverse skills needed to delight customers. The DBaaS Support team’s primary responsibility is to diagnose, debug and resolve customer-reported issues related to Neo4j’s DBaaS product. This is a new and expanding offering from Neo4j. As such, leadership and rapid career progression opportunities exist for the right candidate.
Primary job responsibilities
Lead customer communications when dealing with highly sensitive issues
Work to improve DBaaS support-related processes, procedures and policies
Contribute to a customer-facing knowledge base to enable self-service issue resolution
Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfaction
Drive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basis
Able to participate in off hours support in rotating shifts. Additional compensation will be provided for on-call support and weekend coverage, consistent with company policy.
Consult with Neo4j management in directing resolution of critical customer situations
Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities
Define and implement process automation using commercially available and open source tools
Learn, coach, and share knowledge and skills with other Neo4j team members.
Participate in cross-functional teams, including offshore partners, to deliver world-class support to clients
Stay at the cutting edge of technology-enabled support, turning it into a competitive advantage for Neo4j
Bachelor's degree in Computer Science or equivalent work experience in the field is required
5+ years hands-on experience in customer support involving database in Unix/Linux environment
3+ years in one or more of the following areas is preferred: DBaaS, IaaS, PaaS middleware
Knowledge of or familiarity with graph databases highly desired
Strong understanding of system administration support of operations, working knowledge of storage technologies, virtualization support, and architectural experience
Excellent client interactive skills
Effective verbal and written communication skills
Demonstrated ability to resolve complex problems or identify acceptable workarounds.
Ability to perform assigned duties with a great degree of independence requiring minimal direction.
Valid through: 10/29/2021