GraphAware is hiring a Technical Support Engineer

Job Location: Open for candidates throughout European Union and United Kingdom | Flexibility: Remote work possible | Keywords: Technical Support, Neo4j, GraphAware Hume, Docker, Networking, Troubleshooting, APIs, Python, SQL, Cypher, PostgreSQL, Oracle, Linux, Java, Syslog What you will be doing As a Technical Support Engineer at GraphAware, you will oversee the technical support function for GraphAware Hume, our intelligent graph-powered platform. You will deliver advanced technical assistance to our international customer base, ensuring rapid and comprehensive issue resolution while continually enhancing support methodologies and tools. This position suits an individual with robust technical expertise, systematic support approach, and exceptional interpersonal communication capabilities. You will serve as a critical intermediary between customers and engineering teams, guaranteeing professional and efficient client issue management. Your responsibilities - Function as Level 2 support, autonomously diagnosing and resolving technical challenges, strategically escalating to Level 3 with comprehensive technical documentation - Manage and synchronize support operations across different time zones, maintaining service stability, responsiveness, and continuous improvement - Design and refine support processes, including service level agreement frameworks, performance metrics, and team workflow optimization - Facilitate cross-team collaboration between engineering and product departments to ensure seamless issue resolution and consistent knowledge transfer - Develop and enhance internal documentation and knowledge management systems for future efficiency - Deliver online technical support for enterprise customers worldwide - Conduct comprehensive root cause investigations, monitor recurring technical issues, and recommend systemic improvements What you must know already and be excited to grow further - Exceptional analytical, methodical, and problem-solving capabilities - Outstanding English communication proficiency (verbal and written) - Cross-cultural understanding and effective multi-team communication skills - Demonstrated commitment to personal and professional growth Technical Knowledge - Comprehension of: - JVM application fundamentals - Python basics - Frontend/browser diagnostic tools - REST/HTTP architectural principles - Support hierarchy, service level agreements, and role distinctions - Documentation and knowledge management importance Hands-On Experience - Constructing, debugging, and maintaining Docker composition files - Executing REST API interactions - Data transformation using ETL tools or Python - Docker environment management - SQL query development and troubleshooting - Linux network diagnostics - Authentication protocol implementation - Experience with major cloud infrastructure providers - Monitoring and log analysis expertise - Support ticketing system proficiency (preferably Freshdesk) Nice-to-Haves - Enterprise service bus, Kafka, or messaging queue system experience - Neo4j familiarity What we offer - Remote-first, outcomes-driven organizational culture - Genuine workplace flexibility - Continuous learning opportunities - International team engagement - Competitive compensation structure - Equity participation program GraphAware's values - Profound sense of ownership - Unwavering commitment to excellence - Customer success dedication - Graph technology innovation leadership - Mutual organizational support Ready to make an impact? Join GraphAware and be part of something truly transformative. Apply now and help shape the future of graph analytics!