Python Job: Technical Support Engineer

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Sidney - Australia

Job type


Python Job Details

Company Industry: Software & Consultancy
Job Function: Technical Support and Professional Services
Reporting to: Customer Excellence Manager
Job Location: Remote (Australia)
Type of Contract: Employee/Contractor

What to expect at GraphAware?
Our Product & Environment: Modern, fast-paced, and fast-growing environment of a tech company with a unique software product (_HUME_ ( can take GraphAware from a $5M to $100M company in 10 years; market potential validated by Gartner, Forrester, and others)_
Our Clients: A company which is a major player in providing mission-critical graph analytics to clients within clearly defined target industries of law enforcement and intelligence agencies, life science organisations, and financial institutions
Our People: Team of 65+ dedicated people living by the company's core values ( and maintaining a very strong company culture
High-Level Responsibilities and Objectives

  • Independently communicate and troubleshoot reported issues as L2 support, escalate relevant issues with details to L3 and ensure timely issue resolutions within SLAs
  • Become an active member of Professional Services team, providing commercial services to customers, and helping deliver high-value solutions using Hume/Neo4j

Continuously expand own technical as well as soft skills to be able to independently solve customers' needs and support colleagues within the team

Main Competencies

  • Technical Support Process
  • Technical Support Communication in English
  • Web application troubleshooting
  • Web application integration
  • Data ingestion and manipulation

If you want to succeed, we believe you need to have the following skills/background:

  • Required technical knowledge and experience
  • Knowledge/Understanding of
  • JVM apps (basics)
  • Python (basics)
  • Frontend/browser inspection
  • GraphQL concept
  • REST/HTTP limitations
  • Separation of levels, SLAs, and roles in this process
  • Importance of documentation and KB
  • Experience with
  • Performing calls against REST/GraphQL API
  • Data manipulation using ETL/Python
  • Docker
  • SQL
  • Network issues diagnostics on Linux/Windows
  • Auth/LDAP
  • At least one cloud provider
  • Monitoring and log reading
  • Using support software (preferably Zendesk)
  • Must haves
  • Experience in providing offsite as well as onsite support to clients in various regions
  • Experience within a B2B environment
  • Great communication skills
  • Growth mindset and continuous improvement attitude
  • Analytical thinking and problem-solving attitude
  • Understanding of different cultures and communication styles
  • Fluent in spoken as well as written English
  • Readiness to apply for NV1 security clearance
  • Nice to haves
  • Any ESB/Kafka/Message queue experience
  • Ability to use Kubernetes
  • Required mindset (resonating with our core values)
  • Sense of Ownership: “can-do” and “get-it-done” attitude; bring solutions, not problems
  • Strive for Excellence: always look for improvements, be open to feedback and provide constructive feedback; be open to changes and learning
  • Driven by Customer Success
  • Believe in the Value of (Graph) Technologies: having genuine interest in technologies and the tech world
  • “I got your back!” Attitude: help and support others; communicate openly and fairly

What do we offer?
We offer a great opportunity to play an important role in a global technology company with a very unique company culture. We are now at a key stage in the company's life trajectory with great challenges ahead of us. Joining now gives you the ability to impact the future direction of GraphAware.
Working with us means:

  • Being in a place where you contribute to how we do things
  • Working for an attractive, international, advanced-tech company
  • Working within a dedicated team of highly experienced professionals and tech experts
  • Working in driven environment which is open to own initiative and creativity
  • Having the flexibility to balance your personal life with your work life
  • Participating in GraphAware's share scheme

Job Type: Full-time