ArangoDB is an open-source, highly scalable Graph Database. 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. Besides the database, we also offer a managed cloud service - ArangoGraph Insights Platform. Our platform provides fully hosted, managed, and monitored deployments of the ArangoDB database on all major cloud providers for our clients.

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

We are a remote team with headquarters in San Francisco (US) and Cologne (Germany). For this position we are looking for someone located in India.

You Will:

Provide a quantifiable and awesome customer support experience for all our users, via ticketing system, email and phone
Work closely with Customers to troubleshoot ArangoDB problems in both cluster and single server environments
Interact with our Engineering Team to drive to resolution the most challenging issues
Perform product tests and participate to internal QA and bug verification activities
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) and 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 oncall

Your Skills:

You bring prior experience in customer-facing roles, Distributed Systems and NoSQL technologies to the table
You are confident with at least one of the major Cloud providers as well as containerization systems (Kubernetes)
You can do Unix/Linux system administration (RedHat, CentOS, Ubuntu) in your sleep
You have experience with at least one programming language, e.g. Java, C++, Javascript, Golang
Your strong troubleshooting and excellent technical communication skills when you solve issues with ticketing systems like JIRA or Salesforce
You remain calm in pressure situations and adapt quickly to change
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.