As a Technical Support Engineer at GraphAware, you will manage our technical support function for GraphAware Hume, our graph-powered intelligence platform. You will provide advanced technical support to our global customer base, ensuring fast and effective issue resolution while continuously improving support processes and tools.

In Short

Act as Level 2 (L2) support, troubleshooting and resolving technical issues.
Lead and coordinate support operations across time zones.
Contribute to support process design and team workflows.
Collaborate with engineering and product teams for issue resolution.
Maintain and enhance documentation and knowledge bases.
Provide online technical support to enterprise customers globally.
Participate in root cause analysis and propose improvements.
Strong analytical and problem-solving mindset required.
Excellent communication skills in English.
Experience with cloud providers and support/ticketing systems.

Requirements

Understanding of JVM applications, Python, and REST/HTTP concepts.
Experience with Docker, SQL querying, and network diagnostics.
Hands-on experience with cloud services (AWS, Azure, GCP).
Familiarity with ESB, Kafka, or message queue systems is a plus.
Experience with Neo4j is a nice-to-have.

Benefits

Remote-first, results-oriented culture.
True flexibility with work-from-anywhere options.
Knowledge growth through challenging projects.
Global connections through international team meetups.
Competitive compensation with regular salary reviews.
Equity participation through a share scheme program.

GraphAware

GraphAware is a forward-thinking company dedicated to transforming the field of intelligence analysis through innovative graph-centric software solutions. With a focus on empowering government agencies, particularly within the 'Five Eyes', EU, and NATO countries, GraphAware aims to reshape how intelligence analysts operate in a connected world. The company fosters a dynamic and collaborative work environment where team members are encouraged to take ownership, drive impactful marketing strategies, and contribute to the development of their connected data analytics platform, GraphAware Hume. Committed to excellence and customer success, GraphAware values autonomy, accountability, and a strong sense of community among its employees.

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