ArangoDB is an open-source, highly scalable Graph Database with Multi-Model capabilities. In addition to graph it is natively supporting a number of data models including Document, and Key-Value as well as Full-Text Search and Retrieval. It serves as the scalable backbone for Graph-Analytics and complex data architectures across many different industries. Developers can build high-performance applications using a convenient SQL-like query language or JavaScript extensions. Oh, and did we mention it is open source?

Join our Customer Success Team at ArangoDB to provide high-quality post-sales services to our Enterprise Customers. As Senior Database Support Engineer you can contribute your expertise and personality to make our Customers and Community Users successful, and build a world-class NoSQL database with us. You will be part of an extremely committed and globally distributed remote team, which provides 24/7 reactive technical support. The role requires on-call rotation and off-hour work, if necessary.

About the Role

  • Provide quantifiable and awesome customer support experience for all our users via ticketing system and video calls
  • Work closely with Customers to troubleshoot ArangoDB problems on various configurations
  • Interact with our Engineering Team to drive to the resolution of the most challenging issues
  • Educate customers on best practice materials for all aspects of ArangoDB
  • Leverage product usage data to proactively engage Customers experiencing product issues
  • Advocate the Customer’s perspective during product and architecture planning
  • Work directly with Field Operations (Sales, PreSales), Product Management to process, defect, and feature requests encountered during adoption and retention effort
  • As we provide 24/7 reactive technical support, the position requires some off-hours work and on-call

Your Skills

  • Prior experience in customer-facing roles, Distributed Systems/Database, and SQL or NoSQL technologies
  • Experience with containerization (Kubernetes)
  • Unix/Linux system administration (RedHat, CentOS, Ubuntu)
  • Experience with at least one programming language, e.g. Java, C++, Javascript, GoLang
  • Experience with ticketing systems (JIRA, Salesforce, etc.)
  • Remaining calm in pressure situations and adapting quickly to change
  • Strong troubleshooting and excellent technical communication skills
  • Experience with databases and especially graph technologies is considered a plus

The over 100 minds of ArangoDB come from 5 different continents and more than 20 countries. Diverse backgrounds enable us to see new solutions. We invite people from every culture, national origin, religion, with every sexual orientation, gender identity or expression, and of every age to apply to our positions. All employment decisions are based on business needs, job requirements and individual qualifications. Arango is committed to a workplace free of discrimination and harassment based on any of these characteristics. We love this diversity and encourage everyone who is curious and visionary to join the multi-model movement