Federal Customer Success Engineer - TS/SCI with Full Scope Polygraph - Neo4j

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Job Title: Federal Customer Success Engineer - TS/SCI with Full Scope Polygraph
Job Location
Job Listing URL: https://boards.greenhouse.io/neo4j/jobs/4038409006?gh_jid=4038409006
Job Description: About Neo4j:

Neo4j is the world’s leading graph data platform. 75% of the world’s Fortune 100 companies use Neo4j for their mission critical applications. We’re building the technology that enables connected data to solve the world’s most pressing problems, such as helping to cure cancers, address diabetes, and get humans to Mars. We're proud to fight fraud, crush pandemics, and even help journalists uncover the truth. Find out more at neo4j.com and follow us at @Neo4j.

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.
Essential prerequisites:
Active TS/SCI Security Clearance
Living and working in the Washington DC Area
Working from home with ability to travel on-site to customer locations

A Customer Success Architect (CSA) at Neo4j is a well-rounded expert in Neo4j best practices and a trusted technical advisor and advocate for Neo4j’s valued commercial customers. Your primary objective is to ensure the technical success of your customers’ projects using Neo4j. At the same time, your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer experiences back into Neo4j to improve all customers’ experiences with Neo4j. Candidates should be 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:

Responsibilities
Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts
Serve as a technical champion within Neo4j for the successful execution of our customers’ enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production
Advocate for the customer within Neo4j with respect to customer’s requirements and goals, particularly with Product Management and Product Engineering.
Maintain an awareness of the customer’s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives
Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers.
Act as a key escalation point to help defuse critical issues
Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on premises environments
Deliver custom onboarding training/boot camps for assigned accounts as required
Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts
Provide regular status reports on technical health of the project to internal stakeholders
Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues
Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer’s unique experiences and challenges
Stay current on Neo4j’s portfolio of products, features, solutions, integrations and overall offerings
Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction
Assume ultimate accountability for the technical success of portfolio customers

Qualifications
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.
Passion for solving Customer problems.
Take responsibility and ownership with Customer problems.

Technical Skills
Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
Troubleshoot performance issues in JVM based software (4j means for Java).
Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases.
Embrace Neo4j as a part of the customer’s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC.
Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred).
Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments.
Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
Background in database technologies (SQL, noSQL or competing graph database technologies.
Docker and Kubernetes, distributed technologies and clustering
Nice to have: Graph Data Science technology experience, UI, UX

Why Join Neo4j?

Neo4j is one of the 20 most popular databases in the world, and the leader in the rapidly emerging Graph Database category. We’re building the technology that enables connected data to solve the world’s most pressing problems. You’ll work on unique engineering projects that challenge what’s possible.

We have customers in every industry across the globe, and our products are a proven product/market fit. Joining our team is an opportunity to shape the future of data and analytics.

We pride ourselves on being a welcoming team. Most of us would agree that one of the best parts of working at Neo4j is the people we get to work with.

We encourage you to apply even if you don’t 100% fit the qualifications above. Why? Because we are committed to building an environment that fosters belonging, which means valuing intellectually honest discussions and being receptive to new ideas and perspectives.

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.

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:

(we)-[:VALUE]->(relationships)

(we)-[:FOCUS_ON]->(:UserSuccess)

(we)-[:THRIVE_IN]->(:Culture {type: [‘Open’, ‘Inclusive’})

(we)-[:ASSUME]->(:Intent {direction:’Positive’})

(we)-[:WELCOME]->(:Discussions {nature: ‘IntellectuallyHonest’})

(we)-[:DELIVER_ON]->(ourCommitments)

Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide.

More information at www.neo4j.com.