Technical Support Engineer

Starburst

5d•$120,000 - $160,000

About The Position

The Technical Support Engineer acts as a Starburst subject matter expert for a portfolio of Majors and Strategic accounts. The role answers technical questions across standard and custom deployment environments and supports customer-requested upgrades to supported LTS versions. It also includes peer training and development, continued personal education, and contributions to reference documentation. The Technical Support Engineer coordinates with Support leadership, Engineering, Product, and Accounts teams to provide customers with a value-driven enterprise experience. The role conducts regular technical check-ins with each business unit, reviews open tickets, shares updates on product bugs, recommends best practices, and helps ensure customer environments use supported LTS versions. It also contributes to departmental and cross-functional initiatives and identifies opportunities to improve team processes. The position is based in the PST time zone and requires 25% in-person travel; actual travel expectations may vary by role and business needs.

Requirements

At least 5 years of support experience.
At least 3 years of experience with Big Data, Docker, Kubernetes, and cloud technologies.
Ability to travel 25% in person for activities that may include onboarding, team and department offsites, customer engagements, and other company events.
Knowledge of Big Data technologies, including Hadoop, data lakes, and Spark.
Knowledge of Docker and Kubernetes.
Knowledge of cloud technologies including AWS, Azure, or GCP.
Knowledge of security authentication technologies such as LDAP and OAuth 2.0, and authorization technologies.
Knowledge of SSL/TLS.
Linux skills.
Knowledge of DBMS concepts and exposure to SQL.
Exposure to SQL, Java, Python, and Bash.

Responsibilities

Provide technical support for standard and custom deployments.
Answer break/fix and non-break/fix technical questions through the SFDC ticketing system.
Reproduce reported issues using tools such as minikube, minitrino, and docker-compose; identify root causes and provide solutions.
Open SEP and Galaxy bug reports in Jira and submit feature requests in Aha!.
Provide upgrade support when requested, provided the customer is on a supported LTS version.
Communicate unsupported LTS upgrade requests to the Account team because they require Professional Services.
Conduct regularly scheduled technical check-ins with each business unit.
Discuss open support tickets, provide product bug updates, and recommend best practices based on observations and ticket trends.
Help ensure customer environments are on supported LTS versions.
Contribute to reference documentation and serve as a consultant to content teams.
Lead peer training and maintain personal technical education.
Contribute to or drive components of departmental and cross-functional initiatives.
Identify opportunities and potential solutions for team and cross-functional inefficiencies or obstacles.
Provide the manager with feedback about continuing education opportunities and project ideas.