Technical Support Engineer is expected to provide advanced technical support on Data based Software Product to a global client base and partners.

This role requires deep technical expertise, strong problem-solving skills, and the ability to effectively communicate complex technical information. The primary responsibility is to troubleshoot and resolve technical issues, support product adoption, and ensure customer satisfaction.

TSE must have experience working with databases, specifically graph databases, and possess a strong background in Linux, networking, and scripting (bash/python). They work collaboratively with engineering teams to escalate and resolve complex issues when necessary

(i.e. code change required, first time seeing a behavior).

Job Responsibilities:

• Provide Tier 1-3 Support
• Troubleshooting
• Incident Management
• Knowledge Documentation
• Customer Communication
• Collaboration with Development Teams
• Database Monitoring and Optimization
• Product Adoption Support
• Training and Mentoring

Requirements

Must-Have - Requirements:

● 4-8 years at least of experience in Technical Support and Customer-facing roles.

● 2-3 years of experience in DBA/SysAdmin role handling large use cases in Production.

● Proficiency in Linux system administration and troubleshooting.

● Strong skills in Bash and Python scripting.

● Hands-on experience with Kubernetes (preferred with CKA certification).

● Experience with Docker and container management.

● Cloud certification (at least DevOps Engineer level) - preferred with Azure.

● Experience with NoSQL databases.

● Knowledge of network protocols and security based practices (SSL, LDAP , AD, SSO).

● Experience with Monitoring tools like Prometheus, Grafana, ELK Stack, Datadog, Splunk.

Good To Have:

● Understanding of one programming language such as (Go, c++).

● SQL.

● Prior experience with Graph databases like Neo4j, ArangoDB, Dgraph, Neptune, Katana Graph or similar.

● Familiarity with DevOps tools like Jenkins, Ansible, and Terraform as well as familiarity with automation frameworks and tools.