Customer Support Engineer, Tier 2

Starburst Data • San Francisco, CA

81d • $84,000 - $115,500

About The Position

As a Starburst Data Customer Support Engineer, you will be responsible for supporting our SEP (Starburst Enterprise Platform) and Galaxy customers that submit break/fix and other technical inquiries. You will work on a wide range of support matters including but not limited to configuration, security, integration and cluster issues to ensure our customers can maximize their experience with Starburst products. Additionally, this role serves as a liaison to ensuring that customers receive appropriate and timely service. We're looking for highly motivated individuals with backgrounds in deploying and debugging complex systems. Background in distributed systems, Hadoop, cloud technologies, security, DBMSs, and navigating a complex Java codebase are beneficial technical skills. Equally important are strong communication skills, and the ability to function in a fast-paced dynamic environment when needed. Trino encompasses a wide range of technologies, therefore, a curiosity to learn and explore various approaches and solutions is a must, and most important is the desire and ability to learn and work cross-functionally in a highly customer-success-oriented company.

Requirements

• Big Data (Hadoop, Data Lakes, Spark)
• Docker and Kubernetes
• Cloud technologies (AWS, Azure, GCP)
• Security
• Authentication (LDAP, OAuth2.0)
• Authorization technologies
• SSL/TLS
• Linux Skills
• DBMS Concepts/SQL Exposure
• Languages: SQL, Java, Python, Bash

Nice To Haves

• Ability to travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events

Responsibilities

• Respond to and resolve Galaxy & SEP customer inquiries via chat, email, or call session, within specified SLA windows
• Contribute to our customer-facing self-serve knowledge base
• Collaborate with our pre and post-sales teams to ensure cross-functional alignment and customer satisfaction
• Enthusiastically participate in ongoing personal learning including active participation in team training and development
• Escalate and manage escalated issues with Engineering to ensure good outcomes for our customers

Benefits

• Competitive pay
• Attractive stock grants
• Flexible paid time off
• Equity packages (ISOs)
• Comprehensive benefits offering

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 501-1,000 employees