Solution Engineer - Public Sector (Active TS/SCI w/ FS Poly) - Washington DC

The Role - 

Neo4j is seeking a Solution Engineer to support the mission of ensuring client success across its US Public Sector business, as well as uncovering and fostering opportunities for expanded use of Neo4j technology.  Neo4j Solution Engineers are customer champions who are both well-rounded experts in Neo4j best practices, as well as trusted technical advisors and advocates for Neo4j’s valued customers. 

Your primary objective is to provide oversight and needed support to ensure the technical success of Neo4j client projects, simultaneously managing multiple clients who are at varying points along their journey using Neo4j.  You will pursue key outcomes of minimizing time to value and maximizing Neo4j product adoption. Candidates should be comfortable coordinating with project deployment teams, troubleshooting and/or escalating issues associated with product deployment technical configuration, speaking with customers about their needs, and working with colleagues as part of a distributed team. 

Responsibilities:

• Establish, support and maintain positive, trusted relationships at all decision levels within assigned accounts.  Support cadence touchpoints with clients as well as communications surrounding key project milestones, providing technical guidance based on the audience expectations (e.g. Advisory Sessions, QBR, Executive Briefing, or Escalation Management).
• Serve as a solution advisor and champion for clients using Neo4j, from project onboarding, through production go-live, value realization and potentially expansion.
• Develop and leverage your Neo4j product expertise as a technical advisor, ensuring that clients apply Neo4j technology effectively as they address their project requirements.
• Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases.
• Efficiently troubleshoot various technical challenges associated with solution architecture, data integration, end user adoption, and application security.
• Act as a key escalation point to help defuse critical issues.
• Serve clients as an accessible Neo4j expert who responds to client technical questions and at times proactively delivers information and informal education about product capabilities and best practices.
• Track project status, metrics and progress toward key milestones, supporting proactive advisory and consultation to customers, as well as status reporting internal stakeholders.
• Collaborate effectively with various Neo4j teams to address client issues expediently.
• Advocate within Neo4j for the customers and their product requirements, particularly with Product Management and Product Engineering.
• Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer’s unique experiences and challenges.
• Stay current on Neo4j’s portfolio of products and their capabilities.
• Contributing to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc.
• Routine travel to clients sites across the Washington DC, MD and VA areas, for both status meetings and providing client office hours support.  Anticipate ~30% travel.

Essential prerequisites:

• Active TS/SCI w/ FS Poly.
• Working from home with the ability to travel on-site to customer locations.

Qualifications

• 5+ years experience in a client success, solution engineering, technical support, technical consultant or technical account management role in an enterprise software company.
• A Bachelor's degree in Business, Information Systems, Computer Science, or Engineering.
• Strong client-facing experience with exceptional relationship and trust building skills 
• Proficient in coordinating with clients, setting expectations appropriately, assessing project challenges creating resolution plans, as necessary.
• Demonstrated ability to understand requirements and processes and to articulate the technical/mission context of the Neo4j solution.
• A strategic, innovative thinker, with excellent interpersonal communication, written communication, and presentation skills.
• High level of initiative, energy, curiosity and willingness to learn new concepts and technologies. 
• Ability to work independently.

Technical Skills

• Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points.
• Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases.
• Ability to advise and troubleshoot client application driver connections from supported drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC.
• Efficiently troubleshoot cluster deployment issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments.
• Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments (#1 and #2 most common OS’s, respectively).
• Background in Neo4j Graph Platform or other database technologies (SQL, noSQL or competing graph database technologies.
• Docker, Kubernetes, or other distributed technologies and clustering.
• Experience with LLMs/GenAI in any capacity.