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Technical Support Engineer



IT, Customer Service
United States
Posted on Wednesday, July 10, 2024
About Starburst
At Starburst, we are working to dismantle the status quo of data silos and vendor lock-in every single day. For decades, database companies have held their customers hostage and we believe that’s just plain wrong. Starburst offers a full-featured data lake analytics platform, built on open source Trino. Our platform includes all the capabilities needed to discover, organize, and consume data without the need for time-consuming and costly migration projects. Today more than 300 leading organizations trust us to make better decisions faster.
Though Starburst has raised $414M in venture funding from top investors, we were founded in a rather unusual way as we bootstrapped the business with customers and revenue from the very beginning! We are a remote-first company with employees all over the world and are proud to be named a Best Place to Work. Come join our team of All-Stars!
About the role
The Technical Support Engineer (TSE) acts as a Starburst SME for a book of Majors and Strategic accounts. The TSE is responsible for answering all technical questions within both standard and custom deployment environments and assisting with supported LTS upgrades. The TSE is also responsible for peer training and development, personal continued education, and contributing to our reference documentation. They will coordinate closely with Support leadership, Engineering, Product and Accounts teams to ensure our customers receive a value driven enterprise experience.
A TSE is able to work independently, with minimal guidance, and demonstrates an expert degree of proficiency in both SEP and Galaxy.

As a Technical Support Engineer at Starburst you will:

  • Provide support for standard and custom deployments
  • Answer break/fix and non-break/fix technical questions through SFDC ticketing system
  • Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
  • Open SEP and Galaxy bug reports in Jira and feature requests in Aha!
  • Provide upgrade support upon customer request
  • Customer must be on a supported LTS version at the time of request
  • TSE must communicate unsupported LTS requests to the Account team as these require PS services
  • Conduct regularly scheduled technical check-ins with each BU
  • Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends
  • Responsible for ensuring customer environments are on supported LTS versions
  • Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience. It's essential that we keep our product expertise and documentation current and that all team members have access to information
  • Contribute to our reference documentation
  • Lead peer training
  • Consultant to our content teams
  • Own your personal technical education journey
  • Contribute to or drive components of departmental and cross functional initiatives
  • Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
  • Provide feedback to your manager on continued ed. opportunities, project ideas, etc.

Some of the things we look for:

  • Bachelors Degree in Computer Science, Mathematics, Engineering, or a related field.
  • 5+ years of support experience
  • 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
  • Big Data (Hadoop, Data Lakes, Spark)
  • Docker and Kubernetes
  • Cloud technologies (AWS, Azure, GCP)
  • Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
  • Linux Skills
  • DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

Where could this role be based?

  • US, East Coast
Why build your career at Starburst?
We live by our three core company values: Character, Competence, and Ownership and are a team of top performers. We are each in the driver’s seat, shaping our organization and working together towards our common mission. We are solving exceptionally complex and meaningful challenges here and as we innovate, we each have the opportunity to build our careers alongside Starbursts’s growth.
We take care of our global workforce by making sure employees enjoy competitive salaries and attractive stock grants, remote-friendly work options, flexible paid time off, and more!
Starburst Data is a diverse, equitable, and inclusive place to work. Everyone is welcome at the Starburst table and we have several employee resource groups such as Womxn At Starburst, Starburst Military, and Starburst Pride. We know that the more diverse perspectives we have at the table will only serve us to make a better team and company.
Starburst provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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