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

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)