Technical Support Engineer (TSE/SRE)

Technical Support Engineer (TSE/SRE) The Technical Support Engineer (TSE/SRE) is expected to\nprovide advanced technical support and reliability engineering for our\nData/Graph-based software product to a global client base and partners. This role requires strong technical expertise, sharp\nproblem-solving skills, and the ability to communicate complex technical\ninformation clearly. Beyond troubleshooting and resolving customer-facing\nissues, this role also carries reliability ownership \u2014 monitoring system\nhealth, improving uptime, and building automation to reduce recurring issues. The TSE/SRE must have experience working with databases,\nideally including graph databases, and a solid background in Linux, networking,\nand scripting (bash/python). They work closely with engineering teams to\nescalate and resolve complex issues (e.g., code changes required,\nfirst-time-seen behavior) and contribute to reliability improvements across the\nplatform. Job Responsibilities Tiered\n Support: Provide Tier 1-3 technical support, owning issues from\n initial triage through resolution or engineering handoff Troubleshooting: Diagnose and resolve complex technical issues across application,\n database, and infrastructure layers Incident\n Management: Lead or support incident response for production issues,\n including root cause analysis and postmortems Reliability\n & Monitoring: Monitor system health and performance using\n observability tooling; proactively identify and address risks before they\n become incidents Automation: Build scripts and tooling to reduce manual, repetitive support and\n operational work Knowledge\n Documentation: Maintain runbooks, KB articles, and internal\n documentation for common issues and resolutions Customer\n Communication: Communicate technical issues and resolutions clearly to\n customers and partners Collaboration\n with Development Teams: Escalate and work jointly with engineering on\n issues requiring code-level fixes Database\n Monitoring & Optimization: Monitor and tune database performance\n for production workloads Product\n Adoption Support: Assist customers with onboarding, configuration, and\n best-practice usage of the product Training\n and Mentoring: Mentor junior support engineers and contribute to team\n knowledge-sharing Must-Have: 3-5\n years of overall experience in Technical Support, SRE, or DBA/SysAdmin\n roles supporting production systems, with direct customer-facing exposure Proficiency\n in Linux system administration and troubleshooting Strong\n skills in Bash and Python scripting Hands-on\n experience with Kubernetes and Docker/container management Experience\n with NoSQL databases; hands-on experience with a graph database (Neo4j,\n ArangoDB, Dgraph, Neptune, or similar) strongly preferred Knowledge\n of network protocols and security practices (SSL, LDAP, AD, SSO) Experience\n with monitoring/observability tools (Prometheus, Grafana, ELK Stack,\n Datadog, or Splunk) One\n of the following: Kubernetes certification (CKA) or a Cloud certification\n (Azure/AWS/GCP, DevOps Engineer level or equivalent) Good to Have: Understanding\n of a systems programming language (Go, C++) SQL\n proficiency Familiarity\n with DevOps/automation tools (Jenkins, Ansible, Terraform) Experience\n with on-call rotations and SLA-driven support models Requirements Must-Have: 3-5\n years of overall experience in Technical Support, SRE, or DBA/SysAdmin\n roles supporting production systems, with direct customer-facing exposure Proficiency\n in Linux system administration and troubleshooting Strong\n skills in Bash and Python scripting Hands-on\n experience with Kubernetes and Docker/container management Experience\n with NoSQL databases; hands-on experience with a graph database (Neo4j,\n ArangoDB, Dgraph, Neptune, or similar) strongly preferred Knowledge\n of network protocols and security practices (SSL, LDAP, AD, SSO) Experience\n with monitoring/observability tools (Prometheus, Grafana, ELK Stack,\n Datadog, or Splunk) One\n of the following: Kubernetes certification (CKA) or a Cloud certification\n (Azure/AWS/GCP, DevOps Engineer level or equivalent)