Support Operations Engineer

Support Operations Engineer

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 Support Operations Engineer, reporting to the Operations & Enablement Team Manager, is responsible for the design, build, and ongoing upkeep of all of the Operations Team's software products. These products include large-scale items used throughout the company, such as our hosted diagnostics environment, through to small tactical-scale scripts and tools that we deploy to help support the daily operations of the service delivery side of our Customer Support team.

The Support Operations Engineer will bring their experience and technical knowledge to the team to improve the suitability and durability of the team's products and tooling, 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. The Role:

Responsibilities:

The Support Operations Engineer will work primarily on the design, build, and maintenance lifecycle of Support Operations software products. They always look to identify opportunities to ease our users operational burdens by building or improving tools to maximize the use of automation and collaboration across the Customer Support team, and wider company.

Specific areas of responsibility include:

• Primarily working on the feature expansion and ongoing maintenance of our internally developed tools and projects.
• Develop automation for the Support Operations Team to streamline operational tasks, system maintenance, and disaster recovery procedures.
• Work with our DevOps resources to develop and maintain our CI/CD pipelines for building and deploying our internally developed tools and projects.
• 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.
• Own smaller tooling projects from inception through to release, as well as collaborate with other team members on larger projects.
• Assist with tooling and enablement projects to help maximize the effectiveness and agility of our Customer Support Team.
• Work on producing and improving reporting systems allowing Customer Support Managers to better understand the changing dynamics of their teams' workload and performance in line with their requirements.
• Work with the team manager to highlight areas of research, development, and improvement within tooling and supportability realms 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.
• Comfortable working with the languages and frameworks currently in use:
• Neo4j
• Java, including Spring Framework
• Python
• React, Typescript, Javascript
• Comfortable working with AWS to run our infrastructure, collaborating with the team's DevOps engineer to ensure availability and cost effectiveness.
• Demonstrated work experience producing scripts, tools, or utilities, including supporting documentation and training.
• 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:

Knowledge of deploying and using Neo4j

• Experience working on internal tooling projects, especially single-developer or small team projects (vs working in a large software development team)
• 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.

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 2024.

Research shows that members of underrepresented communities are less likely to apply for jobs when they don't meet all the qualifications. If this is part of the reason you hesitate to apply, we'd encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues.

One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.

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