Technical Support Engineer

What you will be doing
As 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 responsibilities
Act 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 further
Very strong analytical, structured, and problem-solving mindset
Excellent communication skills in English (spoken and written)
Cultural awareness and ability to communicate effectively across diverse teams
Demonstrated growth mindset and continuous improvement attitude
Technical Knowledge

Understanding of:
JVM applications (basics)
Python (basics)
Frontend/browser inspection tools
REST/HTTP concepts
Support levels, SLAs, and role separation
Importance of documentation and knowledge base practices
Hands-On Experience

Creating, debugging and maintaining Docker compose files
Performing calls against REST APIs
Data manipulation using ETL tools or Python
Docker environments
SQL querying and troubleshooting
Network diagnostics on Linux
Authentication mechanisms (Auth/LDAP,OIDC)
Working with at least one major cloud provider (AWS, Azure, GCP, etc.)
Monitoring and log analysis tools
Using support/ticketing systems (preferably Freshdesk)
Nice-to-Haves

Experience with ESB, Kafka, or message queue systems
Familiarity with Neo4j
What we offer
Remote-first, results-oriented culture: Work autonomously, stay accountable, and focus on outcomes over processes
True flexibility: Work from anywhere in Europe with schedules that balance your life
Knowledge growth: Learn through challenging projects and peer collaboration
Global connections: Build relationships through regular international team meetups
Competitive compensation: Enjoy regular salary reviews that recognise your evolving impact
Equity participation: Share in the company’s success through our share scheme program
GraphAware’s values

Sense 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.