Technical Cloud Support Engineer (Remote) at Neo4j | Torre
Technical Cloud Support Engineer (Remote)
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Neo4j

Technical Cloud Support Engineer (Remote)

Neo4j
Posted by
Esteban Arriaga
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Full-time

Legal agreement: Employment

Compensation
USD85k - 105k/year
Non-negotiable
location_on
Hybrid (Canada)
Posted almost 6 years ago

Responsibilities

• Lead customer communications when dealing with highly sensitive issues • Work to improve DBaaS support-related processes, procedures and policies • Contribute to a customer-facing knowledge base to enable self-service issue resolution • Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfaction • Drive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basis • Able to participate in off hours support in rotating shifts. Additional compensation will be provided for on-call support and weekend coverage, consistent with company policy. • Consult with Neo4j management in directing resolution of critical customer situations • Proactively contribute to increasing the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities • Define and implement process automation using commercially available and open source tools • Learn, coach, and share knowledge and skills with other Neo4j team members. • Participate in cross-functional teams, including offshore partners, to deliver world-class support to clients • Stay at the cutting edge of technology-enabled support, turning it into a competitive advantage for Neo4j
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