Technical Support Engineer - Madrid

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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 (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).
• 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 scheduled work and on-call shifts.
• Build a solid technical understanding of Neo4j and how customers use the 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.
• Take responsibility and ownership with Customer problems.