Technical Support Engineer

About ArangoDB

Founded in Germany and now headquartered in San Francisco, ArangoDB is the most highly scalable, open-source, Graph Database with AI/ML capabilities available in the market. In addition to graphs, it is natively supporting a number of data models including Document, and Key-Value as well as Full-Text Search and Retrieval. It serves as the scalable backbone for Graph-Analytics and complex data architectures across many different industries. Developers can build high-performance applications using a convenient SQL-like query language or JavaScript extensions. Find out more at the Company page and follow us on Linkedin.

Position Location: Europe

Only candidates in the Europe area will be considered for the position. While this is a work-from-home role, some travel to client locations may be required.

Position Overview

As a Technical Support Engineer, you can contribute your expertise and personality to make our Customers and Community Users successful and build a world-class NoSQL database with us. You will be part of an extremely committed, globally distributed, and virtual Team of Engineers, which as a whole provides 24/7 support.

We are currently looking for a candidate who can work during European business hours. This is a working from home role. Please note that the role requires some off-hours and weekend duties (in shifts).

The Team

The Customer Care Team at ArangoDB provides high-quality post-sales services to our Customers. We ensure to put the needs and satisfaction of our Customers at the very center of our daily activities, and we provide the following services:

• Customer Success (On-boardings and Proactive Customer Engagements)
• 24/7, Reactive Technical Support
• Remote and some on-site Consultancy and Training
• Technical Account Management (TAM)

We are here to make sure that our Customers and Community Users can get the best from their investment in ArangoDB and associated technologies: join us in this extremely rewarding journey!

About the Role:

• 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

Your Skills:

• 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

Why Join ArangoDB

Our headquarters is in San Francisco (US) and we have an office in Cologne (Germany), but most of our diverse team works remotely worldwide. So, do you prefer your desk at home or do you want to join us at one of our locations? Your choice.

About 70 minds of ArangoDB come from 5 different continents and more than 20 countries. Diverse backgrounds enable us to see new solutions. We invite people from every culture, national origin, religion, sexual orientation, gender identity or expression, and of every age to apply to our positions. All employment decisions are based on business needs, job requirements, and individual qualifications. Arango is committed to a workplace free of discrimination and harassment based on any of these characteristics. We love this diversity and encourage everyone curious and visionary to join the multi-model movement.