Technical Support Engineer - Madrid

Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain a deeper understanding of their business and reveal new ways of solving their most pressing problems. Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers, data scientists, and architects across the globe.

At Neo4j, we’re proud to build the technology that powers breakthrough solutions for our customers. These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ, and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart.

Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI) recognized graph databases as essential for improving its accuracy, transparency, and explainability. Growth was further fueled by enterprise demand for Neo4j’s cloud offering and partnerships with leading cloud hyperscalers and ecosystem leaders. Learn more at neo4j.com and follow us on LinkedIn.

Our Vision :

At Neo4j, we have always strived to help the world make sense of data.

As business, society, and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive, and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.

What You'll Do :

As a Technical Support Engineer, you’ll spend your first 2-4 months immersed in learning Neo4j’s products, support, and other internal processes, and working support cases from customers to build up the appropriate level of experience and insight needed to deliver the level of support Neo4j’s customers have come to appreciate and expect. You will also have the opportunity to become deeply skilled in specific areas of interest within the product, acting as a Subject Matter Expert for our Field Engineering team, including Support. Last but not least, you will be an integral part of the Support Engineering team, working together to improve and evolve the product and the support we deliver to meet the needs of our customers and opportunities for graph solutions in the market.

Qualifications :

A Technical Support Engineer at Neo4j is comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include :

Role Skills :

• Ability to handle a range of urgent to minor support requests during business hours, with occasional off-hours scheduled work and on-call shifts.
• Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy, and manage applications using our graph platform.
• Collaborate effectively within Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently.
• Constantly work to streamline and improve processes, tools, Neo4j’s product offerings, and the overall customer experience.
• Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike.
• Effectively communicate with all levels of customer contacts including CTOs, management, developers, and operations teams.
• Provide valuable guidance and insight through email, telephone, remote conferencing, and occasionally in-person engagements.
• Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs.
• Take responsibility and ownership with Customer problems.

Technical Skills :

Other Requirements :

Why Join Neo4j?

Neo4j is, without question, the most popular graph database in the world. We have customers in every industry globally, and our products are a proven product / market fit. Joining our team is an opportunity to shape the future of data and analytics. Below are just a few exciting facts about Neo4j.

Research shows that members of underrepresented communities are less likely to apply for jobs when they don’t meet all the qualifications. If this is part of the reason you hesitate to apply, we’d encourage you to reconsider and give us the opportunity to review your application. At Neo4j, we are committed to building awareness and helping to improve these issues.

One of our central objectives is to provide an inclusive, diverse, and equitable workplace for everyone to develop their potential and have a positive, career-defining experience. We look forward to receiving your application.

Neo4j Values :

Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values :

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