Senior Devops Engineer,customer Support Operations - London

Senior DevOps Engineer, Customer Support Operations - London

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.

At Neo4j, we're proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart.

Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving its accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j's cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.

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 Operations Team

Neo4j Customer Support is integral to our customers' success, and a key foundation for the long-term success and satisfaction of our growing customer base. Within the Customer Support department, we have an Operations & Enablement Team that takes ownership of the tooling and training requirements for the service delivery side of Customer Support. As the Operations & Enablement Team's domain has grown and now includes multiple line-of-business applications that are used to deliver value both internally and to our database customers, we require a self-motivated team player to lead the management of the infrastructure.

The Role:

The Senior DevOps Engineer, reporting to the Operations & Enablement Team Manager, is a new position within the wider Customer Support Team at Neo4j.

This role will be responsible for the infrastructure that supports the Support Operations Team's applications throughout the lifecycle of these platforms, from initial design, through to ongoing maintenance and scale-up.

The Senior DevOps Engineer will bring their experience and technical knowledge to the team to improve the suitability and durability of the team's infrastructure, leveraging modern design principles and an understanding of commercial aspects.

When faced with changes or challenges, they immediately look to identify causes and quickly propose solutions that are grounded in best practices and influenced by their technical expertise in Neo4j.

Responsibilities

The Senior DevOps Engineer will oversee the design, build, and maintenance lifecycle of Support Operations infrastructure. They always look to identify opportunities to develop our infrastructure and team practices with a focus on being lean and leveraging automation and self-serve principles wherever applicable.

Specific areas of responsibility include:

• Managing the team's AWS infrastructure, using Terraform IaC; suggesting areas for improving both the design and management of the infrastructure.
• Develop automation to streamline operational tasks, system maintenance, and disaster recovery procedures.
• Work with the Support Operations Engineers to support their development through implementation of CI/CD pipelines.
• Work with Neo4j's Security Team to implement and enforce security best practices, manage IAM policies, and ensure the security posture of our tools and infrastructure. Deploy comprehensive monitoring and observability (primarily Prometheus/Grafana and AWS CloudWatch) for all internal applications and infrastructure.
• Define and refine alerting rules and escalation policies to ensure proactive detection of system failures, performance degradation, and security anomalies.
• Create and maintain dashboards that provide real-time visibility into the health, performance, and usage of internal tools.
• Provide data-driven recommendations for scaling infrastructure up or down to meet changing internal demand while optimizing for cost.
• Monitor and report on AWS costs associated with the internal tools, identifying and implementing cost-saving opportunities.
• Plan a strategy for expanding to a multi-region deployment, highlighting the considerations and feasibility of going to multi-cloud provider in the future.
• Collaborate with other team members on projects, both as a lead for the infrastructure aspects as well as a willingness to help with some of the application coding areas where able; for example able to make some minor changes to the code during roll-out phases
• Work with the team manager to highlight areas of research, development, and improvement within the devops realm to help ensure that the team and our applications stay up to date with new technologies and techniques, whilst deploying these carefully and judiciously to maximize return on investment.

Required Experience

• Bachelor's degree in Computer Science or a technology field; or equivalent combination of education and practical experience.
• Demonstrated experience leading projects within a devops environment, ideally with experience in infrastructure design, migration, and maintenance.
• Strong experience working with AWS-based cloud environments to host applications with a variety of AWS technologies.
• Strong experience deploying and maintaining logging and metrics environments to aid observability of internal applications.
• Experience working with container technologies, including CI/CD pipelines for building and deploying custom containers.

• Demonstrated work experience producing design proposals and post-implementation documentation that colleagues can leverage to boost understanding and efficiency within the team.
• Demonstrated work experience highlighting effective communication and collaboration skills with varying levels internal and external stakeholders.
• Available and willing to travel to Neo4j offices in order to work closely with colleagues for team on-site and project-related purposes.

Preferred Experience

Candidates demonstrating the following areas of expertise will be preferred:

• Experience working in a database, SaaS, or software engineering company
• Experience working in a technical support role, especially software support
• Experience with GCP in addition to AWS
• Software development skillset, especially with a background of technical tools or business intelligence environments.

Knowledge of deploying and using Neo4j

• Leadership or mentorship experience that highlights a history working to build, maintain, streamline, and improve internal processes and tools.

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Why Join Neo4j?

Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j.

• Neo4j is one of the fastest-scaling technology companies in this industry. It recently surpassed $200M in annual recurring revenue (ARR), doubling its ARR over the past three years.
• Raised the biggest funding round in database history ($325M Series F). Backed by world-class investors like Eurazeo, GV (formerly Google Ventures), and Inovia Capital, Neo4j has raised over $600M in funding and is currently valued at over $2Bn. This puts Neo4j among the most well-funded database companies in history.
• 84% of the Fortune 100 and 58% of the Fortune 500 use Neo4j. Examples include Boston Scientific, BT Group, Caterpillar, Cisco, Comcast, Department for Education UK, eBay, NBC News, Novo Nordisk, Worldline, and others.
• Co-founder and CEO Emil Eifrem has built an amazing culture that prides itself on relationships, inclusiveness, innovation, and customer success.
• Countless industry awards. Massive enterprises and individual developers/data scientists love Neo4j. A strong sense of community and ecosystem is built around the platform.
• A recent Forrester Total Economic Impact™ Study cited Neo4j as delivering 417% ROI to customers.
• Neo4j was named as a Visionary in the 2023 Gartner® Magic Quadrant™ for Cloud Database Management Systems among 19 other recognized global DBMS vendors. Neo4j was also ranked as a Strong Performer among 14 top vendors in The Forrester Wave™: Vector Databases, Q3 2