Technical Support Engineer - Rome

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Requirements:

• 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.
• Consult with customers on Cypher query tuning and data model design.
• 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 other Neo4j Java API questions.
• 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.
• Demonstrated proficiency in Linux and Windows environments.
• Background in database technologies (SQL, noSQL ) or competing graph database technologies.
• Docker and Kubernetes, distributed technologies and clustering

Responsibilities:

• Handle a range of support requests during business hours, with occasional off-hours work and on-call shifts.
• Establish and build a solid technical understanding of Neo4j.
• Collaborate with other teams to resolve customer issues.
• Streamline and improve processes, tools, and customer experience.
• Communicate effectively with all levels of customer contacts.
• Provide valuable guidance and insight.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Take responsibility and ownership with Customer problems.