Customer Support Manager - Neo4j Aura (BB-86C8D)

Found in: Talent CA

About Neo4j:Neo4j is the leader in graph database technology. As the world’s most widely deployed graph database, we help global brands – including Comcast, NASA, UBS and Volvo – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence, fraud detection, real-time recommendations and knowledge graphs.Our Vision: At Neo4j, we have always strived to help the world make sense of data. As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.About the Neo4j Customer Support Department:Neo4j Customer Support is an integral to customer success, and a key foundation for the long-term success and satisfaction of our growing customer base. Neo4j Customer Support works on deeply understanding our customers environments, questions, and issues to ensure they get the most out of their investment in Neo4j. What You'll Do:As a Customer Support Manager you’ll spend your first 4-6 months immersed in learning Neo4j’s products, support and other internal processes, and working support cases from customers to build up the appropriate level of experience and insight needed to bring Neo4j Customer Support to the next level. As a Support Manager, you will be responsible for cultivating and enabling our world-class Support team professionally and personally, evolving our processes and offerings to meet our customers’ growing graph needs, and ensure our backend tooling and systems continue to meet our team and customers’ needs. To stay current and fresh on the needs and pain-points of our customers and our support engineers you will continue to contribute to the support workload on an ongoing basis.The Customer Support Manager at Neo4j is a strong player/coach who is comfortable troubleshooting technical issues, speaking with customers about their needs, questions and concerns, and managing a growing team distributed across the globe. Specific qualifications for the role include:Qualifications:Player Skills: 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 Management, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently.Constantly work to build, maintain, and streamline, and improve processes, procedures, policies, 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.Participate in cross-functional teams, including offshore partners, to deliver world-class support to clients.Able to work additional hours, provide regular on-call support during evenings, weekends and public holidays on an on-call rotation basis. Additional compensation will be provided for on-call support and weekend coverage, consistent with company policy.Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.Coach Skills:Work with each Customer Support Engineer on the team to facilitate their personal and professional growth through goals and initiatives.Ensure that Neo4j Customer Support continues to meet and exceed the challenges and demands of our customers, by managing global support coverage, weekend/holiday on-call schedules, escalation policies, and other similar programs.Manage the support portal and related processes and procedures to ensure a rich and consistent experience for our customers, and efficient workflow for the support team.Monitor, report on and action weekly, quarterly and yearly support metrics within Neo4j, and as appropriate with specific customers based on contractual obligations.Ensure Neo4j Customer Support is in compliance with customers and regional security policies and regulations, and update/implement policies to meet such needs.Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfactionDrive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basisCurate a customer-facing knowledge base to enable self-service issue resolution, with a keen eye for ticket deflection and expeditious resolution that delights customers.Represent Neo4j Customer Support to customers, prospects, partners, and the Neo4j Community.Stay at the cutting edge of technology-enabled support, turning it into a competitive advantage for Neo4jTechnical Skills: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, JavaScript, Python, .NET, Go, JDBC.Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions.Efficiently troubleshoot cluster issues across multiple servers, data centers and regions, in a variety of cloud (AWS, Azure, GCP, etc.), virtual, and bare metal environments.Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OSs, respectively).Requirements:B.S. or M.S. in Computer Science or Engineering, or equivalent work experience in the field is required.10+ years hands-on experience in customer support involving database in Unix/Linux environment, with at least 3 years in a Support leadership role.5+ years in one or more of the following areas is preferred: DBaaS, IaaS, PaaS middleware Knowledge of or familiarity with graph databases highly desiredStrong understanding of system administration support of operations, working knowledge of storage technologies, virtualization support, and architectural experienceExcellent client interactive skillsEffective verbal and written communication skillsDemonstrated capability to lead and partner across disciplines to achieve a high-impact resultSolid track record of building, motivating and managing highly effective projects and transitionDemonstrated ability to resolve complex problems or identify acceptable workarounds. Ability to perform assigned duties with a great degree of independence requiring minimal direction.Occasional travel, up to 25% expected (when safe to do so)

calendar_today19 hours ago


info Full-Time

location_on Waterloo, Canada

work Neo4j

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