Manager, Customer Support- USA, East

Starburst Data, Inc•Boston, MA

41d•Hybrid

About The Position

Starburst is the data platform for analytics, applications, and AI, unifying data across clouds and on-premises to accelerate AI innovation. Organizations-from startups to Fortune 500 enterprises in 60+ countries-rely on Starburst for fast data access, seamless collaboration, and enterprise-grade governance on an open hybrid data lakehouse. Wherever data lives, Starburst unlocks its full potential, powering data and AI from development to deployment. By future-proofing data architecture, Starburst helps businesses fuel innovation with AI. Starburst Data is looking for a customer obsessed, highly motivated leader with a desire to provide world class service while growing a team of dedicated and knowledge Support Engineers. Background in distributed systems, Hadoop, cloud technologies, security, DBMSs and navigating a complex Java codebase are beneficial technical skills. As a Support manager, you will manage a team of roughly 10 Customer Support Engineers (CSEs) responsible for providing inbound break/fix and technical how-to support to our customer base. Your responsibilities will include team performance, career development and maintaining the highest standard of customer service. This role reports to the Senior Director of Support.

Requirements

Self starter: Capable of working with limited guidance given time zone differences
Ownership: Willing to take ownership to find solutions to and solve problems
Grit: Determined and driven to ensure success
Collaborative: Capable of working cross functionally to drive alignment and the right success outcomes
Curiosity: Desire to learn new technologies in a complex and challenge technical ecosystem
Prior experience working in a technical role
Strong management skills with success in career development
Highly focused on increasing customer satisfaction and retention
Ability to manage multiple initiatives simultaneously in a dynamic, fast paced work environment
Ability to successfully navigate an organization cross functionally including through barriers to ensure customer satisfaction and success
Experience supporting Enterprise and SaaS applications in a 24x7 support environment
Excellent written and verbal communication skills in English
Ability to Travel: This role will require occasional in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events. Actual travel expectations may vary by role and business needs.

Nice To Haves

SFDC Experience is a plus

Responsibilities

Oversee team of 10-12 Customer Support Engineers
Monitor and oversee Support quality and SLA adherence; including coaching, CSAT follow up, and any optimizations required to ensure quality
Ongoing individualized career development
Ensure successful execution of the support customer journey for customers
Collaborate with fellow Sales, Product, and Engineering Managers to ensure a high quality of customer service