Support Engineer (open to New Grad)
About The Position
PhoenixAI is seeking a motivated, curious entry-level Support Engineer to join its Customer Success team. The role is intended for a recent graduate interested in technical support, data analytics platforms, and growing with a fast-paced company. The engineer will help customers resolve technical issues, optimize their use of PhoenixAI products, and achieve customer satisfaction while receiving mentorship and hands-on training. The position includes assisting customers with deployments, diagnosing common product and integration issues, offering basic technical guidance, documenting support cases, contributing customer feedback and support materials, and participating in training. The role also offers opportunities to learn SQL, StarRocks/PhoenixAI, and cloud technologies and to shadow senior engineers on complex cases.
Requirements
- Bachelor’s degree in Computer Science; graduated in 2025 or 2026.
- Basic knowledge of databases, SQL, or data analytics concepts through coursework, projects, or internships.
- Strong problem-solving mindset and a proactive attitude toward learning and tackling challenges.
- Clear written and verbal communication skills for professional interaction with customers and team members.
- Collaborative spirit and eagerness to work with and learn from cross-functional teams.
- No prior professional experience is required.
Nice To Haves
- Familiarity with Linux/Unix commands or cloud platforms such as AWS, GCP, or Azure through academic or personal projects.
- Relevant internships, academic projects, or open-source contributions.
- Exposure to scripting such as Python or Bash through coursework or personal projects.
- Willingness to learn about analytical databases such as StarRocks and real-time analytics tools.
Responsibilities
- Assist customers by email, chat, or ticketing systems with basic technical troubleshooting and issue resolution, with guidance from senior engineers.
- Support customers during project deployments by following established guidelines to encourage smooth adoption of PhoenixAI.
- Learn to identify and resolve common issues, including query performance and basic integration challenges, using diagnostic tools and team resources.
- Provide customers with basic guidance on StarRocks and PhoenixAI configurations, data queries, and integrations with BI platforms.
- Record customer interactions, issues, and resolutions in the support system to build a knowledge base and improve processes.
- Share customer feedback with the team to help improve StarRocks usability and support resources.
- Contribute support materials such as FAQs and troubleshooting guides.
- Participate in training to develop expertise in SQL, StarRocks/PhoenixAI, and cloud technologies, and shadow senior engineers on complex cases.
Benefits
- PhoenixAI’s full benefits package; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
