Technical Support Engineer (SRE)

We are seeking a highly skilled and customer-focused Graph DB Specialist 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.

Graph DB Specialist 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/SRE 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.

• Needs to be good in understanding Linux Filesystems, Linux troubleshooting spanning networks and systems. Sound knowledge in shell / command line, OSI, TCP/IP & networking fundamentals is mandatory.

• Exposure to at least 1 configuration management tools like Puppet, Ansible, Chef etc & understanding of GIT concepts / terminologies.

• Public cloud and Kubernetes experience.

• Proven work experience as a Cloud Engineer or similar role.

Requirements

Education & Experience:

• 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.

• NoSQL Databases: 3+ years of experience with NoSQL databses like MongoDB, Neo4j etc.

• SQL familiarity: 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.

Nice to have Skills

• Familiarity with Data Science or ML will be an edge.

• Experience with LDAP, SSO, OAuth authentication.

• Strong understanding of database internals and system architecture.

• Cloud certification (at least DevOps Engineer level)

• Has managed in past large scale web infrastructure with deep understanding of L4/L7 Load balancing, high availability & DNS. Has worked on

• Haproxy, Nginx, Heartbeat/KeepAlived, pacemaker etc. Prior experience of managing DNS and large scale Email system is a bonus.

• Has prior Systems administration & troubleshooting experience and exposure to high traffic production environments dealing primarily in web application stacks on Apache / Nginx / Tomcat etc

• Understands the basic principles of virtualisation and containerisation and working knowledge of Docker, KVM/Libvirt.

• Experience in managing CI/CD pipelines using tools like Jenkins, Bamboo, etc

• Proficient in atleast one scripting/programming language like Python, Ruby, Golang, Perl,Powershell etc