Neo4j - Back-End Engineer (Generative AI)
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Requirements
• A Technical Support Engineer at Neo4j is comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include: • Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts. • 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 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. • 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) 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 • Nice to have: Graph Data Science technology experience, UI, UX • B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered • Occasional travel, up to 20% expected • Preferable prior experience in a customer facing support role
Responsibilities
• Participate in the On-Call rotation, as a member of the Cloud Managed Services team, and respond to incidents that impact Neo4j cloud infrastructure availability to provide the necessary support for customer cases. • Work as a member of the Cloud Managed Services Team during business hours, with occasional off-hours scheduled work, to support and manage the Neo4j database infrastructure of the customers and handle and resolve escalations related to cloud hosted environments from customers and/or internal teams. • Improve, document, and automate operational processes (such as deployments and upgrades) to make them as efficient as possible. • Gather and analyze metrics from operating systems as well as Neo4j databases to assist in performance tuning and incident diagnostics. • Document the incidents, procedures, and outcomes of customer communications. Assist in building the Cloud Managed Services knowledge base. • Install and upgrade Neo4j infrastructure (servers, storage, databases) for our Cloud Managed Service customers. • Troubleshoot cluster issues across multiple servers, data centers and regions, in a variety of clouds (AWS, Azure, Google Cloud), virtual, and bare metal environments. • Collaborate and communicate effectively within Customers, Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently. • Proactive approach to identifying problems, performance bottlenecks, and areas for improvement is necessary to succeed in this position.
Benefits
• Neo4j is, without question, the most popular graph intelligence platform in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j. • Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years. • Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history. • 84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others. • Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success. • Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform. • A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers. • Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues.
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