- 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
- Technical Support Process
- Technical Support Communication in English
- Web application troubleshooting
- Web application integration
- Data ingestion and manipulation
- Required technical knowledge and experience
- Knowledge/Understanding of
- JVM apps (basics)
- Python (basics)
- Frontend/browser inspection
- REST API
- 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
- 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
Company
Location
Sidney - Australia
Job type
Full-Time
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_ (https://graphaware.com/products/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 (https://graphaware.com/company/careers/#our-principles) and maintaining a very strong company culture
High-Level Responsibilities and Objectives
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
If you want to succeed, we believe you need to have the following skills/background:
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:
Job Type: Full-time
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