Lead Technical Onboarding Engineer

About the Job

You will play a critical, hands-on role in guiding enterprise customers through the foundational stages of their deployment journey. As a player-coach and technical anchor for a focused four-person onboarding team, you will split your time between directly delivering complex customer onboardings and serving as the day-to-day technical escalation point and mentor for three fellow engineers.

Sitting at the intersection of technical architecture and customer delivery, you will bridge the gap between a signed contract and a production-ready ecosystem. You will serve as a trusted technical advisor, steering customers through critical infrastructure milestones—including cloud provisioning, security hardening, networking, data modelling, and application integration.

For fully managed AuraDB cloud customers, you will leverage automation to optimise data modelling, enterprise connectivity, and application health. For self-managed environments, you will apply rigorous Infrastructure-as-Code (IaC) and platform engineering practices to deploy secure, resilient graph clusters across hybrid and multi-cloud architectures.

Responsibilities

Hands-on Technical Onboarding (~70–80%)

• Lead technical discovery sessions with enterprise customers to define success criteria, milestones, architecture patterns, and risk mitigation strategies.
• Guide the provisioning of Neo4j AuraDB environments and self-managed clusters across AWS, Azure, and GCP, establishing secure network architectures using PrivateLink, Private Endpoints, and peering.
• Implement baseline system hardening, TLS/SSL termination, encryption-at-rest protocols, and enforce least-privileged access through enterprise SSO (OIDC/SAML) and RBAC configurations.
• Architect robust data ingestion pipelines (bulk imports, stream processing, Change Data Capture) and advise customer development teams on Neo4j driver optimisation, connection pooling, and retry logic.
• Assist customers in configuring enterprise observability tools (logs and metrics) and deliver best-practice guidance on Cypher query performance and backup/restore planning.
• Produce high-quality technical deliverables—including architecture diagrams, Architectural Decision Records (ADRs), and runbooks—to ensure smooth operational handoffs.

Technical Mentorship & Team Escalation (~20–30%)

• Serve as the senior technical point of escalation for the onboarding team, unblocking colleagues on complex customer architectures and troubleshooting edge-case issues.
• Pair with and mentor team members through design reviews, architecture discussions, and customer engagements to continuously elevate collective technical execution.
• Help balance day-to-day account coverage across the team to maintain consistent onboarding velocity and delivery quality.
• Synthesise field insights, lessons learned, and reusable blueprints to iterate and optimise our core onboarding methodologies, tooling, and onboarding automation.

Minimum Qualifications

• Bachelor's degree in a technical discipline or equivalent practical experience.
• 5+ years of experience in a technical, customer-facing role (e.g., Onboarding Engineering, Solutions Architecture, Platform Engineering, or Technical Consulting), with informal or formal experience acting as a technical lead, mentor, or escalation point.
• Proven track record of operating in a hands-on "player-coach" capacity—comfortable rolling up your sleeves on implementation while guiding peers.
• Hands-on experience architecting and deploying production workloads in at least one major cloud ecosystem (AWS, Azure, or GCP).
• Deep technical proficiency in core enterprise networking (VPC/VNet architectures, routing protocols, peering, and PrivateLink/Private Endpoints).
• Demonstrated experience configuring Enterprise Identity and Access Management (IAM), including SSO (OIDC/SAML) and Role-Based Access Control (RBAC).

Preferred Qualifications

• Strong proficiency in Infrastructure-as-Code (IaC) using Terraform, alongside configuration management tools (e.g., Ansible).
• Experience with Linux administration, containerisation, and orchestration platforms (Docker, Kubernetes, or managed container services).
• Hands-on experience with graph databases (ideally Neo4j) and proficiency in query performance tuning (e.g., Cypher optimisation).
• Familiarity with modern observability stacks (Grafana/Prometheus, Datadog, CloudWatch, Splunk) and enterprise data integration/ETL/CDC tools.
• Exposure to cloud compliance standards (SOC 2, GDPR, HIPAA) and multi-region/data residency deployment patterns.