Technical Support Engineer

TigerGraph is a platform for advanced analytics and machine learning on connected data. TigerGraph's core technology is the only scalable graph database for the enterprise. Its proven technology supports fraud detection, customer 360, MDM, IoT, AI, and machine learning.Fortune 500 organizations and the most innovative mid-size and startup companies choose TigerGraph to accelerate their analytics, AI, and machine learning:
Seven out of the top ten global banks use TigerGraph for real-time fraud detection.
Over 50 million patients receive care path recommendations to assist them on their wellness journey.
300 million consumers receive personalized offers with recommendation engines powered by TigerGraph.
TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people.
We are looking for a highly motivated and experienced Technical Support Engineer to join our EMEA team to support rapidly growing demand from enterprise customers (Global 1000) to deploy TigerGraph’s award-winning graph database platform and solutions. The ideal candidate should have experience with Graph Databases or NoSQL databases, distributed systems, cloud platforms (such as Azure, AWS, GCP), scripting skills, Kubernetes and advanced debugging and troubleshooting skills.
Responsibilities:
Responding to Customers' inquiries and providing in-depth technical and high-quality support via phone, email, or chat.
Troubleshooting and resolving technical issues that span from the product itself to the Customer environment.
Collaborate with other teams (core engineering and solution engineering) to diagnose and resolve complex customer issues.
Partner with the Customer Success, Sales, and Product teams to drive business to success
Participate in on-call rotation shift
Educate customers on best practices for adopting and using TigerGraph
Create and maintain public documentation, knowledge articles (internal and Customer facing), and FAQs. Keep improving product knowledge and keeping up with business trends.
Requirements:
At least 3+ years of experience in technical support or related work. (No service desk)
Support/operations experience
Oncall rotation, documentation creation, meeting/monitoring SLAs
BS or MS Degree in Computer Science or equivalent technical field
Additional skills as a bonus:
Big data/data ecosystem experience
Technologies: Hadoop, MapReduce, Spark, Airflow, Beam, Kafka, Zookeeper
Concepts: Data warehousing, data analytics, ETL
Distributed systems experience
Kubernetes, above listed big data technology
Database experience
Any familiarity or experience with databases, preferably distributed ones such as Hive, BigQuery, AWS KMS, Cassandra, BigTable
Programming/scripting skills
Bash, Go, Java, C++, Python preferred
Terraform, Ansible
Customer facing technical experience
Any of support, consulting, tech writing, solutions architecture, anything where candidate is communicating technical info to customers
Customer-focus mindset
Strong problem-solving and troubleshooting skills
Technical skills:
Prior experience working with graph technology is a big plus
Linux fundamentals knowledge (processes, filesystem, memory management, networking, configuration, security), network troubleshooting (ex. TCP/IP, load balancing), web troubleshooting (HTTP, SSL, REST APIs)
Familiar with HW/SW stacks for large-scale enterprise graph databases or NoSQL databases on-prem and/or on the cloud.
Experience with LDAP, OAuth
Experience with a Graph Database is a big plus
Experience with SaaS solutions
Understanding of how database systems work under the hood
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