We are seeking a highly skilled and customer-focused Graph DB Specialist Technical Support Engineer to join our team. This role is responsible for delivering high-quality technical support to our customers to troubleshoot complex technical issues and collaborating with cross-functional teams to ensure customer success.
Graph DB Specialist is expected to provide advanced technical support on Data based Software Product to a global client base and partners. This role requires deep technical expertise, strong problem-solving skills, and the ability to effectively communicate complex technical information. The primary responsibility is to troubleshoot and resolve technical issues, support product adoption, and ensure customer satisfaction.
TSE/SRE must have experience working with databases, specifically graph databases, and possess a strong background in Linux, networking, and scripting (bash/python). They work collaboratively with engineering teams to escalate and resolve complex issues when necessary (i.e. code change required, first time seeing a behavior).
Roles and Responsibilities
- Respond to customer inquiries and provide in-depth technical support via multiple communication channels.
- Collaborate with core engineering and solution engineering teams to diagnose and resolve complex technical problems.
- Participate in an on-call rotation to ensure 24/7 support coverage.
- Create and maintain public documentation, internal knowledge base articles, and FAQs.
- Monitoring and meeting SLAs.
- Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
- Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of clouds (AWS, Azure, GCP, etc), virtual, and bare metal environments.
- Needs to be good in understanding Linux Filesystems, Linux troubleshooting spanning networks and systems. Sound knowledge in shell / command line, OSI, TCP/IP & networking fundamentals is mandatory.
- Exposure to at least 1 configuration management tools like Puppet, Ansible, Chef etc & understanding of GIT concepts / terminologies.
- Public cloud and Kubernetes experience.
- Proven work experience as a Cloud Engineer or similar role.
Requirements
Education & Experience:
- Education: B.Tech in computer engineering, Information Technology, or related field.
Experience: 5+ years of experience in a Technical Support Role p on Data based Software Product at least L3 level.
Linux Expertise: 4+ years with in-depth understanding of Linux, including filesystem, process management, memory management, networking, and security. - NoSQL Databases: 3+ years of experience with NoSQL databses like MongoDB, Neo4j etc.
- SQL familiarity: 3+ years of experience in SQL for database querying, performance tuning, and debugging.
- Data Streaming & Processing: 2+ years hands-on experience with Kafka, Zookeeper, and Spark.
- Scripting & Automation: 2+ years with strong skills in Bash scripting and Python for automation, task management, and issue resolution.
- Containerization & Orchestration: 1+ year proficiency in Docker, Kubernetes, or other containerization technologies is essential.
- Monitoring & Performance Tools: Experience with Grafana, Datadog, Prometheus, or similar tools for system and performance monitoring.
- Networking & Load Balancing: Proficient in TCP/IP, load balancing strategies, and troubleshooting network-related issues.
- Web & API Technologies: Understanding of HTTP, SSL, REST APIs for debugging and troubleshooting API-related issues.
Nice to have Skills
- Familiarity with Data Science or ML will be an edge.
- Experience with LDAP, SSO, OAuth authentication.
- Strong understanding of database internals and system architecture.
- Cloud certification (at least DevOps Engineer level)
- Has managed in past large scale web infrastructure with deep understanding of L4/L7 Load balancing, high availability & DNS. Has worked on
- Haproxy, Nginx, Heartbeat/KeepAlived, pacemaker etc. Prior experience of managing DNS and large scale Email system is a bonus.
- Has prior Systems administration & troubleshooting experience and exposure to high traffic production environments dealing primarily in web application stacks on Apache / Nginx / Tomcat etc
- Understands the basic principles of virtualisation and containerisation and working knowledge of Docker, KVM/Libvirt.
- Experience in managing CI/CD pipelines using tools like Jenkins, Bamboo, etc
- Proficient in atleast one scripting/programming language like Python, Ruby, Golang, Perl,Powershell etc
Skills Required
- B.Tech in computer engineering, Information Technology, or a related field
- 5+ years of experience in a technical support role for a data-based software product at L3 level
- 4+ years of in-depth Linux experience, including filesystems, process management, memory management, networking, and security
- 3+ years of experience with NoSQL databases such as MongoDB or Neo4j
- 3+ years of SQL experience for querying, performance tuning, and debugging
- 2+ years of hands-on experience with Kafka, Zookeeper, and Spark
- 2+ years of strong Bash scripting and Python automation experience
- At least 1 year of proficiency with Docker, Kubernetes, or other containerization technologies
- Experience with Grafana, Datadog, Prometheus, or similar monitoring and performance tools
- Proficiency in TCP/IP, load balancing strategies, and network troubleshooting
- Understanding of HTTP, SSL, and REST APIs for debugging and troubleshooting
- Experience with at least one configuration management tool, such as Puppet, Ansible, or Chef
- Understanding of Git concepts and terminology
- Public cloud and Kubernetes experience
- Proven experience as a Cloud Engineer or in a similar role
- Familiarity with Data Science or Machine Learning
- Experience with LDAP, SSO, or OAuth authentication
- Strong understanding of database internals and system architecture
- Cloud certification at DevOps Engineer level or higher
- Experience with large-scale web infrastructure, L4/L7 load balancing, high availability, and DNS
- Experience with HAProxy, Nginx, Heartbeat, Keepalived, or Pacemaker
- Systems administration and troubleshooting experience in high-traffic production environments
- Experience with Apache, Nginx, or Tomcat web application stacks
- Understanding of virtualization and containerization, including Docker or KVM/Libvirt
- Experience managing CI/CD pipelines using Jenkins, Bamboo, or similar tools
- Proficiency in at least one additional scripting or programming language, such as Ruby, Golang, Perl, or PowerShell
What We Do
Agivant Technologies is a new-age, AI-first digital and cloud engineering services company. It helps enterprises use cutting-edge technology, AI, automation, and platform engineering to create new business models, accelerate growth, and deliver measurable impact. The company also emphasizes a dual mission: driving client business success while expanding access to opportunities for technology talent in underserved, mid-tier locations across global markets.
