Customer Support Engineer

Starburst; United States; On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Equity packages (ISOs)

Comprehensive benefits

Job summary

Starburst is seeking a Customer Support Engineer to support SEP and Galaxy customers, handling break/fix and technical inquiries. You will work on configuration, security, integration, and cluster issues to maximize customer experience with Starburst products.

We value candidates with distributed systems, Hadoop, cloud tech, security, DBMSs, and navigating Java codebases. Strong communication and teamwork are essential in our fast-paced environment.

Qualifications

• Background deploying and debugging complex systems is expected.
• Experience with distributed systems, Hadoop, cloud technologies, security, and DBMSs is beneficial.
• Strong communication skills are essential for fast-paced environments.

Responsibilities

• Respond to and resolve Galaxy & SEP customer inquiries via chat, email, or call within SLA windows.
• Contribute to the customer-facing self-serve knowledge base.
• Collaborate with pre- and post-sales teams for cross-functional alignment and customer satisfaction.
• Participate in ongoing personal learning and team training.
• Escalate and manage escalated issues with Engineering for good customer outcomes.

Skills

Big Data

Hadoop

Data Lakes

Spark

SQL

Java

Python

Bash

Security concepts

Tools

Docker

Kubernetes

AWS

Azure

GCP

DBMS concepts

Job description

Starburst delivers enterprise intelligence at scale by giving organizations secure, governed access to all their data, wherever it lives. Built for distributed data environments, Starburst helps enterprises power AI and analytics without the cost and complexity of traditional data consolidation. With open standards including Trino and Apache Iceberg, Starburst enables trusted access to complete enterprise context while helping organizations avoid vendor lock-in. Leading global enterprises trust Starburst to fuel AI, analytics, and enterprise intelligence. Learn more at starburst.ai .

About the role

As a Starburst DataCustomer 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.

As a Customer Support Engineer at Starburst you will:

• 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

Some of the things we look for:

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

Where is this role located?

Starburst is dedicated to maintaining fair and equitable compensation practices. The salary range provided for this role reflects the minimum and maximum targets for candidates across all U.S. locations and could be inclusive of variable compensation, such as commission or bonus. All employees receive equity packages (ISOs) and have access to a comprehensive benefits offering. Actual compensation packages are determined based on relevant skills, experience, education and training, and specific work location. For more information, connect with the recruiting team or Hiring Manager during the process as they can provide more detailed information about the salary range.

Pay Range

$95,000 - $125,000 USD

Build your career at Starburst

All-Stars have the opportunity and freedom to realize their true potential. By building alongside top talent, we’re empowered to take ownership of our careers and drive meaningful change. Anchored in industry-proven technology and unprecedented success, All-Stars are taking on the challenge everyday to disrupt our industry – and the future.

Our global workforce is supported by a competitive Total Rewards program that reflects our commitment to a rewarding and supportive work environment. This includes a variety of benefits like competitive pay, attractive stock grants, flexible paid time off, and more.

We are committed to fostering an intentional, inclusive, and diverse culture that drives deep engagement, authentic belonging, and an exceptional All-Star experience. We believe that diversity of thought, perspective, background and experience will enable us to own what we do, drive our success and empower our All-Stars to show up authentically.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Starburst’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.