Technical Support Specialist

As a Technical Support Engineer at our company, your role will involve providing high-quality technical support to customers, troubleshooting complex technical issues, and collaborating with cross-functional teams to ensure customer success. You will be expected to have deep technical expertise, strong problem-solving skills, and the ability to effectively communicate complex technical information. Your primary responsibilities will include troubleshooting and resolving technical issues, supporting product adoption, and ensuring customer satisfaction. Key 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. - Create and maintain public documentation, internal knowledge base articles, and FAQs. - Monitor and meet SLAs. - Triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points. - Troubleshoot cluster issues across multiple servers, data centers, and regions in a variety of clouds (AWS, Azure, GCP, etc), virtual, and bare metal environments. - Work during EMEA time zone (2 PM to 10 PM shift). Qualifications Required: - Education: B.Tech in computer engineering, Information Technology, or related field. - GraphDB experience is a must. - 5+ years of experience in a Technical Support Role 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. - Graph Databases: 3+ years of experience with Neo4j, or similar graph database systems. - SQL Expertise: 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.,