Technical Support Engineer (Remote-East Coast)

Boston, MA

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Posted 1 week ago

About Neo4j:
Neo4j is the leader in graph database technology.  As the world’s most widely deployed graph database, we help global brands – including ComcastNASAUBS and Volvo – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligencefraud detectionreal-time recommendations and knowledge graphs. Find out more at
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.
 Role Description
 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 issuesWork to improve DBaaS support-related processes, procedures and policiesContribute to a customer-facing knowledge base to enable self-service issue resolutionCollect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfactionDrive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basisAble 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 situationsProactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilitiesDefine and implement process automation using commercially available and open source toolsLearn, 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 clientsStay at the cutting edge of technology-enabled support, turning it into a competitive advantage for Neo4j
 Required skills
Bachelor's degree in Computer Science or equivalent work experience in the field is required5+ years hands-on experience in customer support involving database in Unix/Linux environment3+ years in one or more of the following areas is preferred: DBaaS, IaaS, PaaS middleware Knowledge of or familiarity with graph databases highly desiredStrong understanding of system administration support of operations, working knowledge of storage technologies, virtualization support, and architectural experienceExcellent client interactive skillsEffective verbal and written communication skillsDemonstrated ability to resolve complex problems or identify acceptable workarounds. Ability to perform assigned duties with a great degree of independence requiring minimal direction.


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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.
For full-time employees 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
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.
Job tags: Competitive salary Cross-functional Customer-facing Customer feedback Fraud IaaS KPIs Linux .NET Open Source PaaS Product management Unix