Technical Support Engineer (TSE/SRE)

Technical Support Engineer (TSE/SRE)

The Technical Support Engineer (TSE/SRE) is expected to provide advanced technical support and reliability engineering for our Data/Graph-based software product to a global client base and partners.

This role requires strong technical expertise, sharp problem-solving skills, and the ability to communicate complex technical information clearly. Beyond troubleshooting and resolving customer-facing issues, this role also carries reliability ownership — monitoring system health, improving uptime, and building automation to reduce recurring issues.

The TSE/SRE must have experience working with databases, ideally including graph databases, and a solid background in Linux, networking, and scripting (bash/python). They work closely with engineering teams to escalate and resolve complex issues (e.g., code changes required, first-time-seen behavior) and contribute to reliability improvements across the platform.

Job Responsibilities

• Tiered Support: Provide Tier 1-3 technical support, owning issues from initial triage through resolution or engineering handoff
• Troubleshooting: Diagnose and resolve complex technical issues across application, database, and infrastructure layers
• Incident Management: Lead or support incident response for production issues, including root cause analysis and postmortems
• Reliability & Monitoring: Monitor system health and performance using observability tooling; proactively identify and address risks before they become incidents
• Automation: Build scripts and tooling to reduce manual, repetitive support and operational work
• Knowledge Documentation: Maintain runbooks, KB articles, and internal documentation for common issues and resolutions
• Customer Communication: Communicate technical issues and resolutions clearly to customers and partners
• Collaboration with Development Teams: Escalate and work jointly with engineering on issues requiring code-level fixes
• Database Monitoring & Optimization: Monitor and tune database performance for production workloads
• Product Adoption Support: Assist customers with onboarding, configuration, and best-practice usage of the product
• Training and Mentoring: Mentor junior support engineers and contribute to team knowledge-sharing

Must-Have:

• 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure
• Proficiency in Linux system administration and troubleshooting
• Strong skills in Bash and Python scripting
• Hands-on experience with Kubernetes and Docker/container management
• Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred
• Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)
• Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)
• One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)

Good to Have:

• Understanding of a systems programming language (Go, C++)
• SQL proficiency
• Familiarity with DevOps/automation tools (Jenkins, Ansible, Terraform)
• Experience with on-call rotations and SLA-driven support models

Requirements

Must-Have:

• 3-5 years of overall experience in Technical Support, SRE, or DBA/SysAdmin roles supporting production systems, with direct customer-facing exposure
• Proficiency in Linux system administration and troubleshooting
• Strong skills in Bash and Python scripting
• Hands-on experience with Kubernetes and Docker/container management
• Experience with NoSQL databases; hands-on experience with a graph database (Neo4j, ArangoDB, Dgraph, Neptune, or similar) strongly preferred
• Knowledge of network protocols and security practices (SSL, LDAP, AD, SSO)
• Experience with monitoring/observability tools (Prometheus, Grafana, ELK Stack, Datadog, or Splunk)
• One of the following: Kubernetes certification (CKA) or a Cloud certification (Azure/AWS/GCP, DevOps Engineer level or equivalent)