Cloud Operations Engineer

About Neo4j: Neo4j is the graph intelligence platform that transforms data into knowledge to power the next generation of intelligent applications and AI systems. It includes enterprise-ready knowledge graphs for accurate, explainable, and governed AI; the most comprehensive, trusted, and easy-to-deploy graph capabilities across any environment and data source; and an unmatched ecosystem trusted by 84 of the Fortune 100 and supported by the world’s largest graph community. Intelligence that works. Results that matter. Built to work everywhere and integrate with everything across every cloud for dynamic, personalized, and autonomous AI systems. We deliver quicker results, contextual knowledge, and solutions that impact customers and employees across the business. 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. The Role A Cloud Operations Engineer is comfortable troubleshooting server & database technical issues and can reliably manage and monitor the customer’s Neo4j database environment, taking a holistic view of the health of the environment, to maximize the application and infrastructure uptime. This role is instrumental in ensuring our customers are successfully deploying and managing Neo4j in their production environments. It is well suited to an individual with strong technical skills who enjoys solving problems as much as collaborating directly with customers. Responsibilities Participate in the On-Call rotation, as a member of the Cloud Managed Services team, and respond to incidents that impact Neo4j cloud infrastructure availability to provide the necessary support for customer cases. Work as a member of the Cloud Managed Services Team during business hours, with occasional off-hours scheduled work, to support and manage the Neo4j database infrastructure of the customers and handle and resolve escalations related to cloud hosted environments from customers and/or internal teams. Improve, document, and automate operational processes (such as deployments and upgrades) to make them as efficient as possible. Gather and analyze metrics from operating systems as well as Neo4j databases to assist in performance tuning and incident diagnostics. Document the incidents, procedures, and outcomes of customer communications. Assist in building the Cloud Managed Services knowledge base. Install and upgrade Neo4j infrastructure (servers, storage, databases) for our Cloud Managed Service customers. Troubleshoot cluster issues across multiple servers, data centers and regions, in a variety of clouds (AWS, Azure, Google Cloud), virtual, and bare metal environments. Collaborate and communicate effectively within Customers, Customer Success, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently. Proactive approach to identifying problems, performance bottlenecks, and areas for improvement is necessary to succeed in this position. Job Requirements and Qualifications 5+ years of cloud infrastructure administrator experience is required. Bachelor's or equivalent work experience degree in Computer Science or Computing Systems equivalent field. Background in math will be a plus. Experience working with Linux operating systems such as RedHat / CentOS / Amazon Linux is required. Significant prior experience with at least one of the Big 3 Cloud providers (AWS/GCP/Azure) is required. Must have command-level fluency in Linux environments. Familiarity with Linux / Windows diagnostics and tuning will be a plus. Experience with Ansible, Terraform, and Kubernetes is desirable. Experience working with Nagios and Prometheus is desirable. Neo4j Certif