Technical Support Engineer
Updated on 11/30/2023

501-1,000 employees

Graph database and analytics platform for connected data
Company Overview
Neo4j stands as a leader in the Graph Database & Analytics sector, providing organizations with the tools to uncover hidden relationships and patterns in vast data connections, thereby enabling them to address their most critical business challenges. The company's full graph stack and robust community of developers, data scientists, and architects serve hundreds of Fortune 500 companies. Additionally, Neo4j offers flexible deployment options, including cloud-based or on-premise solutions, to meet stringent data security requirements, demonstrating their commitment to customer needs and data integrity.
Data & Analytics

Company Stage


Total Funding





San Mateo, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Remote in USA
Experience Level
Desired Skills
Apache Spark
Apache Kafka
Data Science
Google Cloud Platform
Microsoft Azure
UI/UX Design
Software Engineering
  • B.S. or M.S. in Computer Science or Engineering, or other technical fields strongly considered
  • Prior experience in a customer facing support role strongly preferred
  • 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
  • Work with customers through support requests to enable and/or configure some features of the Aura service that require custom configuration not yet available via the product UI
  • 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, and remote conferencing
  • Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs
  • Actively participate in onboarding new hires
  • Mentor junior colleagues to become more proficient in their role
  • Identify and address repeating patterns and lack of following recommendations or best practices across customer issues
  • Passion for solving Customer problems through taking responsibility and ownership
  • 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 limited 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, JDBC
  • Possess experience with (and ideally certification on) one or more of the Cloud Service Providers (CSPs) that Neo4j Aura runs on (AWS, Azure, GCP)
  • Advise and troubleshoot networking issues primarily related to connection to Aura. Knowledge of cloud networking is desirable
  • Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP) environments
  • Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common customer OS’s, respectively)
  • Background in database technologies (SQL, noSQL, Neo4j, or competing graph database technologies)
  • Docker and Kubernetes, distributed technologies and clustering
  • Experience with using Apache Spark and Apache Kafka a plus
  • Nice to have: (Graph) Data Science technology experience, UI, UX
Desired Qualifications
  • Graph Data Science technology experience
  • UI/UX experience