Federal Customer Success Engineer - TS/SCI w/Polygraph ...

Federal Customer Success Engineer - TS/SCI w/Polygraph About Neo4j: Neo4j is the leader in graph database technology. As the world''s most widely deployed graph database, we help global brands - including Comcast, NASA, UBS and Volvo - to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence, fraud detection, real-time recommendations and knowledge graphs. Our Vision: At Neo4j, we have always strived to help the world make sense of data. As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we''re disrupting how organizations leverage their data to innovate and stay competitive. Neo4j is looking for a strategic Customer Success Manager. Customer Success Managers (CSMs) are the primary post-sales point of contact for a licensed Neo4j customer. They are the customer advocate and internal liaison for their assigned accounts, aligning regularly with Sales, Renewals, Marketing, Product, Support, and Professional Services to meet the needs of their customers, consistent with the ''Customer Success Mission'' below. CSMs ensure risks are known well in advance, and proper remedial action is taken. A CSM will be technical and well-positioned to advise their customers to optimize their usage of Neo4j, and will partner with a Customer Success Architect (CSA) when advanced technical questions, concerns, objections, or other needs arise. They are ultimately responsible for ensuring that the customer and Neo4j each derive maximum value from the relationship. Essential prerequisites: Active TS/SCI Security Clearance Living and working in the Washington DC Area Working from home with ability to travel on-site to customer locations A Customer Success Architect (CSA) at Neo4j is a well-rounded expert in Neo4j best practices and a trusted technical advisor and advocate for Neo4j''s valued commercial customers. Your primary objective is to ensure the technical success of your customers'' projects using Neo4j. At the same time, your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer experiences back into Neo4j to improve all customers'' experiences with Neo4j. Candidates should be comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and concerns, and working with their colleagues as part of a growing team distributed across the globe. Specific qualifications for the role include: Responsibilities: * Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts * Serve as a technical champion within Neo4j for the successful execution of our customers'' enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production * Advocate for the customer within Neo4j with respect to customer''s requirements and goals, particularly with Product Management and Product Engineering. * Maintain an awareness of the customer''s unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives * Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers. * Act as a key escalation point to help defuse critical issues * 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 in a variety of cloud (AWS, Azure, GCP, etc) and on premises environments * Deliver custom onboarding training/boot camps for assigned accounts as required * Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts * Provide regular status reports on technical health of the project to internal stakeholders * Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues * 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, features, solutions, integrations and overall offerings * Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction * Assume ultimate accountability for the technical success of portfolio customers Qualifications: * Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy and manage applications using our graph platform. * Collaborate effectively within Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently. * Constantly work to streamline and improve processes, tools, Neo4j''s product offerings, and the overall customer experience. * Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike. * Effectively communicate with all levels of customer contacts including CTOs, management, developers and operations teams. * Provide valuable guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements. * Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs. * Passion for solving Customer problems. * Take responsibility and ownership with Customer problems. Technical Skills * Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points. * Troubleshoot performance issues in JVM based software (4j means for Java). * Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases. * Embrace Neo4j as a part of the customer''s overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC. * Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred). * Efficiently troubleshoot cluster 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 database technologies (SQL, noSQL or competing graph database technologies. * Docker and Kubernetes, distributed technologies and clustering * Nice to have: Graph Data Science technology experience, UI, UX

Created: 2025-11-15