[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections. As a Technical Support Engineer, you will troubleshoot technical issues, support customers, and collaborate with various teams to enhance customer satisfaction and product offerings. Responsibilities Handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts Create and share technical knowledge content 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 with 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 Passion for solving Customer problems Take responsibility and ownership with Customer problems 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) to address performance needs) 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, 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) Background in database technologies (SQL, noSQL or competing graph database technologies Docker and Kubernetes, distributed technologies and clustering Nice to have: (Graph) Data Science technology experience, UI, UX 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 Create and share technical knowledge content 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 with 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 Passion for solving Customer problems Take responsibility and ownership with Customer problems 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) to address performance needs) 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, 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) Background in database technologies (SQL, noSQL or competing graph database technologies Docker and Kubernetes, distributed technologies and clustering B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered Occasional travel, for team offsites and training Preferable prior experience in a customer facing support role (Graph) Data Science technology experience, UI, UX Benefits Medical, dental, and vision benefits 401(k) Paid time off Certain leaves of absence Company Overview Neo4j helps organizations find hidden patterns and relationships across billions of data connections deeply, easily, and quickly. It was founded in 2007, and is headquartered in San Mateo, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Neo4j has a track record of offering H1B sponsorships, with 7 in 2025, 3 in 2024, 4 in 2023, 5 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.