Job Location: Open to candidates from anywhere in the EU and UKFlexibility: Option to work remotelyKeywords: Technical Support, Neo4j, GraphAware Hume, Docker, Networking, Troubleshooting, APIs, Python, SQL, Cypher, PostgreSQL, Oracle, Linux, Java, SyslogWhat you will be doingAs 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.This role is ideal for someone with a strong technical background, a structured approach to support operations, and excellent communication skills. You will act as a bridge between customers and engineering teams, ensuring that client issues are handled efficiently and professionally.Your responsibilitiesAct as Level 2 (L2) support, independently troubleshooting and resolving reported technical issues, escalating to L3 as needed with complete technical documentation.Lead and coordinate support operations across time zones, ensuring stability, responsiveness, and continuous service improvement.Contribute to support process design, including SLA structures, metrics definition, and team workflows.Collaborate with engineering and product teams to ensure smooth issue resolution, knowledge sharing, and process consistency.Maintain and enhance documentation and internal knowledge bases (KB) for efficient future issue resolution.Provide online technical support to enterprise customers globally.Participate in root cause analysis, monitor recurring issues, and propose improvements to systems and processes.What you must know already and be excited to grow furtherVery strong analytical, structured, and problem-solving mindsetExcellent communication skills in English (spoken and written)Cultural awareness and ability to communicate effectively across diverse teamsDemonstrated growth mindset and continuous improvement attitudeTechnical KnowledgeUnderstanding of:JVM applications (basics)Python (basics)Frontend/browser inspection toolsREST/HTTP conceptsSupport levels, SLAs, and role separationImportance of documentation and knowledge base practicesHands-On ExperienceCreating, debugging and maintaining Docker compose filesPerforming calls against REST APIsData manipulation using ETL tools or PythonDocker environmentsSQL querying and troubleshootingNetwork diagnostics on LinuxAuthentication mechanisms (Auth/LDAP,OIDC)Working with at least one major cloud provider (AWS, Azure, GCP, etc.)Monitoring and log analysis toolsUsing support/ticketing systems (preferably Freshdesk)Nice-to-HavesExperience with ESB, Kafka, or message queue systemsFamiliarity with Neo4jWhat we offerRemote-first, results-oriented culture: Work autonomously, stay accountable, and focus on outcomes over processesTrue flexibility: Work from anywhere in Europe with schedules that balance your lifeKnowledge growth: Learn through challenging projects and peer collaborationGlobal connections: Build relationships through regular international team meetupsCompetitive compensation: Enjoy regular salary reviews that recognise your evolving impactEquity participation: Share in the company's success through our share scheme programGraphAware's valuesSense of ownership: We take pride in our work and responsibility for outcomes, driving meaningful impact through personal commitment.Commitment to excellence: We're motivated to continuously improve and deliver work we can be proud of.Customer success focus: We're dedicated to creating genuine value and building strong, lasting relationships with our customers.Graph innovation leadership: We're passionate about graph technology and excited to push the boundaries.Mutual support: We're always here for each other, fostering an environment where everyone can do their best work.Ready to make an impact? Join GraphAware and be part of something truly transformative. Apply now and help shape the future of graph analytics