Support Engineer

GrapheneDB via Remote OK
Customer Support

Oct 3rd 2018

At GrapheneDB we proudly manage thousands of Neo4j databases, catering individual developers working on pet projects to large companies with challenging workloads and reliability requirements.We are seeking individuals to join our customer support team. As part of this team, you will be resolving support requests and work closely with the rest of the engineering team to find and fix bugs, prioritize feature requests, and test and document GrapheneDB's products and features. Technical experience and empathy for customers are keys to success in this role. If you know how to help developers with technical questions, we want to talk to you. ### What You'll do* Resolve customer support requests through email, phone or social media.* Ensure customer satisfaction and help clients become even more successful.* Engage with our ops team to escalate bugs and resolve problems.* Work directly with our product team to identify current issues, gathering the feedback of our customers to offer informed opinions on potential solutions. * Being part of the on-call support rotation to provide 24/7 emergency customer response.* Testing new features and create/update documentation.### Requirements* Excellent communication skills. (English)* Ability to explain complex topics in easy to understand and concise language (English)* Passion for helping people, solving problems and proposing elegant solutions.* Basic experience in at least one programming language. * Basic Linux skills. You will spend a part of your day reading through logs over ssh to our deployments and servers. * [Bonus] Experience providing technical support at a technology company.* [Bonus] Experience with NoSQL databases, especially Neo4j.### LocationAs the rest of the team is located in Europe, your workday should match a part of the working day in CET. We will consider applicants from UTC-4 timezone (USA or Canada or South America East Coast) and in Europe timezones.### What we offer* Remote work* Numerous planned company events throughout the year.* Flexible working hours and a generous vacation policy.* A fair transparent salary (depending on location and experience). * Budget for personal development: books, training, conferences, etc.
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