Technical Support Engineer
October 9
Description
• Provide a quantifiable and awesome customer support experience for all our users, via email, our Support Ticketing System, and phone • Work with Customers to troubleshoot ArangoDB problems in both cluster and single server environments • Interact with our Engineering Team to drive the resolution of challenging issues • Perform product tests and participate in internal QA and bug verification activities • Educate customers on best practice materials for all aspects of ArangoDB • Leverage product usage data to proactively engage Customers experiencing product issues • Advocate the Customer’s perspective during product and architecture planning • Work directly with Field Operations (Sales, Account Management) to process, defect and feature requests encountered during adoption and retention efforts
Requirements
• Database management experience is required • Prior experience in customer-facing roles • Experience with ticketing systems (JIRA, Zendesk, etc) • Experience with at least one programming language, e.g. C++, Java, Javascript • Network fundamentals (DHCP, DNS, HTTP) • Root cause analysis • Unix/Linux system administration (RedHat, CentOS, CoreOS) • AWS and Docker and containerization • Remaining calm in pressure situations and adapting quickly to change • Strong troubleshooting skills and excellent technical communication skills (in English) • Prior experience with NoSQL technologies • Experience with Graph technologies is a plus • Experience with Data Science is a plus
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