Job Description 

We are seeking a highly skilled and customer-focused Technical Support Engineer to join our team. This role is responsible for delivering high-quality technical support to our customers to troubleshoot complex technical issues and collaborating with cross-functional teams to ensure customer success. 

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 communicate complex technical information effectively. 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). 

Roles and Responsibilities 

• Respond to customer inquiries and provide in-depth technical support via multiple communication channels. 
• Collaborate with core engineering and solution engineering teams to diagnose and resolve complex technical problems. 
• Participate in an on-call rotation to ensure 24/7 support coverage. 
• Create and maintain public documentation, internal knowledge base articles, and FAQs. 
• Monitoring and meeting SLAs. 
• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points. 
• Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of clouds (AWS, Azure, GCP, etc), virtual, and bare metal environments. 

Requirements

Must Have Skills 

• Education: B.Tech in computer engineering, Information Technology, or related field. 
• Experience: 5+ years of experience in a Technical Support Role p on Data based Software Product at least L3 level. 
• Linux Expertise: 4+ years with in-depth understanding of Linux, including filesystem, process management, memory management, networking, and security. 
• Graph Databases: 3+ years of experience with Neo4j, or similar graph database systems. 
• SQL Expertise: 3+ years of experience in SQL for database querying, performance tuning, and debugging. 
• Data Streaming & Processing: 2+ years hands-on experience with Kafka, Zookeeper, and Spark. 
• Scripting & Automation: 2+ years with strong skills in Bash scripting and Python for automation, task management, and issue resolution. 
• Containerization & Orchestration: 1+ year proficiency in Docker, Kubernetes, or other containerization technologies is essential. 
• Monitoring & Performance Tools: Experience with Grafana, Datadog, Prometheus, or similar tools for system and performance monitoring. 
• Networking & Load Balancing: Proficient in TCP/IP, load balancing strategies, and troubleshooting network-related issues. 
• Web & API Technologies: Understanding of HTTP, SSL, REST APIs for debugging and troubleshooting API-related issues.