Senior Manager, Technical Support

Who you are

You have extensive experience in technical support, ideally with a focus on database technologies — you've led teams in resolving complex customer issues and have a deep understanding of customer needs. Your background includes working with graph databases, and you are familiar with Neo4j's technology and its applications in various industries. You possess strong communication skills, enabling you to articulate technical concepts to both technical and non-technical stakeholders. You are passionate about customer success and have a proven track record of improving support processes and customer satisfaction metrics. You thrive in a collaborative environment and enjoy mentoring team members to enhance their skills and performance.

Desirable

Experience with cloud technologies and enterprise software solutions is a plus — familiarity with AI applications in technical support can set you apart. You have a proactive approach to problem-solving and are always looking for ways to innovate and improve the support experience for customers.

What you'll do

In this role, you will lead the technical support team at Neo4j, ensuring that customers receive timely and effective assistance with their graph database implementations. You will develop and implement support strategies that enhance customer satisfaction and drive retention. Collaborating closely with engineering and product teams, you will provide feedback on product performance and customer needs, helping to shape future product enhancements. You will also be responsible for training and mentoring support staff, fostering a culture of continuous learning and improvement within the team. Your leadership will be crucial in managing escalated customer issues and ensuring that they are resolved efficiently. You will analyze support metrics to identify trends and areas for improvement, driving initiatives that enhance the overall support experience.

What we offer

At Neo4j, you will be part of a dynamic and innovative team that is at the forefront of graph database technology. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will have the chance to work with some of the most talented professionals in the industry and contribute to projects that have a significant impact on our customers' success. Our remote work culture allows for flexibility and work-life balance, enabling you to thrive in your role while enjoying the benefits of working from home.