Support Engineer for Technical Solutions

il y a 3 semaines


Paris, Île-de-France ArangoDB Temps plein

Support Engineer for Technical Solutions

About ArangoDB

ArangoDB, a pioneering entity in the realm of open-source databases, is recognized for its exceptional scalability and versatility. With its roots in Germany and a current base in San Francisco, it stands out as a leading Graph Database equipped with AI/ML functionalities. The platform adeptly integrates various data models, including Document and Key-Value, alongside Full-Text Search and Retrieval capabilities. It serves as a robust foundation for Graph-Analytics and intricate data architectures across diverse sectors. Developers are empowered to create high-performance applications utilizing a user-friendly SQL-like query language or JavaScript extensions. Discover more about us on our Company page.

Position Overview

As a Support Engineer, you will leverage your expertise to ensure the success of our Customers and Community Users while contributing to the development of a world-class NoSQL database. You will join a dedicated, globally distributed team of Engineers providing round-the-clock support.

Work Schedule

This role requires availability during US East Coast business hours and involves some off-hours and weekend responsibilities.

The Team

The Customer Care Team at ArangoDB is committed to delivering exceptional post-sales services. Our focus is on prioritizing customer needs and satisfaction through:

  • Customer Success initiatives (On-boardings and Proactive Engagements)
  • 24/7 Reactive Technical Support
  • Remote and occasional on-site Consultancy and Training
  • Technical Account Management (TAM)

We strive to maximize the value our Customers and Community Users derive from their investment in ArangoDB and related technologies.

Key Responsibilities:

  • Deliver an outstanding customer support experience through various channels including email and our Support Ticketing System.
  • Assist Customers in troubleshooting ArangoDB issues in both clustered and standalone environments.
  • Collaborate with our Engineering Team to resolve complex challenges.
  • Engage in product testing and participate in internal quality assurance and bug verification processes.
  • Educate customers on best practices related to ArangoDB.
  • Utilize product usage data to proactively assist Customers facing issues.
  • Represent the Customer's viewpoint during product and architectural planning.
  • Work closely with Field Operations to manage defect and feature requests encountered during customer adoption and retention efforts.

Your Qualifications:

  • Experience in database management is essential.
  • Prior roles in customer-facing positions are required.
  • Familiarity with ticketing systems (e.g., JIRA, Zendesk) is beneficial.
  • Proficiency in at least one programming language, such as C++, Java, or JavaScript.
  • Understanding of network fundamentals (e.g., DHCP, DNS).
  • Ability to conduct root cause analysis.
  • Experience in Unix/Linux system administration (e.g., RedHat, CentOS, CoreOS).
  • Knowledge of AWS, Docker, and containerization technologies.
  • Capability to remain composed in high-pressure situations and adapt swiftly to changes.
  • Strong troubleshooting abilities and excellent technical communication skills in English.
  • Prior experience with NoSQL technologies is preferred.

Additional Advantages:

  • Experience with Graph technologies is a plus.
  • Familiarity with Data Science concepts is advantageous.

Why Join ArangoDB?

At ArangoDB, we embrace a diverse workforce, with team members from various backgrounds contributing to our innovative solutions. We encourage applications from individuals of all cultures, national origins, religions, sexual orientations, gender identities or expressions, and ages. Our commitment is to maintain a workplace free from discrimination and harassment, valuing the unique perspectives each team member brings to our mission.



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