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)