​This is a full-time, remote Technical Support Engineer role at Neo4j, the leader in Graph Database and Analytics. The engineer will be crucial to customer satisfaction by providing expert-level technical support, specializing in troubleshooting complex issues across the full Neo4j graph platform, including clustering, performance tuning, and integration with various application languages and cloud environments. The role involves deep product learning, acting as a Subject Matter Expert (SME), and collaborating with Product Engineering to drive fixes and enhancements.

• ​Location: Remote: West Coast US.
• ​Annual On Target Earnings Range: $100,000 – $140,000 USD, plus stock option grants.
• ​Focus: Tier 2/3 technical support, Cypher query tuning, troubleshooting JVM performance issues, cluster management across cloud environments, and driving product improvements.
• ​Initial Period: First two months focused on product immersion and foundational case work.

​What You’ll Do: Expert Troubleshooting and Product Evolution

​The engineer provides comprehensive technical expertise, acting as a key interface between the customer base and the internal development teams.

• ​Technical Triage & Resolution: Timely triage varying issues based on error messages, log files, stack traces, and other data. Handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts.
• ​Performance Tuning: Consult with customers on Cypher query tuning (the graph query language) to address performance needs. Troubleshoot performance issues in JVM-based software.
• ​Cluster Management: Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of environments including cloud (AWS, Azure, GCP), virtual, and bare metal.
• ​Integration Support: Advise and troubleshoot client application driver connections from official drivers in languages/frameworks like Java, Spring, JavaScript, Python, .NET, Go, and JDBC.
• ​Product Input: Work with Product Management and Product Engineering to help define and drive fixes and enhancements based on customer needs.
• ​Knowledge Sharing: Create and share technical knowledge content, and act as a Subject Matter Expert (SME) for the Field Engineering team.

​Technical Skills and Requirements

​The role demands a strong background in database technologies, distributed systems, and core operating environments.

• ​Database Background: Background in database technologies (SQL, NoSQL, or competing graph database technologies).
• ​Platform Expertise: Strong understanding of Neo4j and how customers build, deploy, and manage applications using the graph platform.
• ​Core Systems: Demonstrated proficiency in Linux (primarily) and Windows (secondary) environments.
• ​Distributed Technologies: Experience with Docker and Kubernetes, distributed technologies, and clustering.
• ​Java Skills: Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred).
• ​Education: B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered.