Technical Support Engineer

Starburst; San Francisco (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Starburst is seeking a Technical Support Engineer (TSE) responsible for addressing all technical inquiries within various deployment environments. This role requires close collaboration with support leadership and engineering teams to ensure a quality-driven experience for customers.

The ideal candidate will have over 5 years of support experience, specifically with Big Data, Docker, Kubernetes, and cloud technologies. Occasional travel will be necessary for customer engagements and company events.

Qualifications

• 5+ years of support experience.
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience.
• Ability to travel 25% for customer engagements and company events.

Responsibilities

• Provide support for standard and custom deployments.
• Answer technical questions through the ticketing system.
• Efficiently reproduce reported issues and provide solutions.

Skills

Big Data (Hadoop, Data Lakes, Spark)

Docker and Kubernetes

Cloud technologies (AWS, Azure, GCP)

Security - Authentication (LDAP, OAuth2.0)

SSL/TLS

DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

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.

Job Summary

The Technical Support Engineer (TSE) acts as a Starburst SME for a book of Majors and Strategic accounts. The TSE is responsible for answering all technical questions within both standard and custom deployment environments and assisting with supported LTS upgrades. The TSE is also responsible for peer training and development, personal continued education, and contributing to our reference documentation. They will coordinate closely with Support leadership, Engineering, Product and Accounts teams to ensure our customers receive a value driven enterprise experience.

A TSE is able to work independently, with minimal guidance, and demonstrates an expert degree of proficiency in both SEP and Galaxy.

Responsibilities

Technical Support:

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system
• Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
• Open SEP and Galaxy bug reports in Jira and feature requests in Aha!
• Provide upgrade support upon customer request
• Customer must be on a supported LTS version at the time of request
• TSE must communicate unsupported LTS requests to the Account team as these require PS services

Monthly Technical check-ins:

• Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends
• Responsible for ensuring customer environments are on supported LTS versions

Knowledge Sharing/Technical Enablement:

• Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience. It's essential that we keep our product expertise and documentation current and that all team members have access to information.
• Contribute to our reference documentation
• Consultant to our content teams
• Own your personal technical education journey

Project Involvement:

• Contribute to or drive components of departmental and cross functional initiatives

Partner with Leadership:

• Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
• Provide feedback to your manager on continued education opportunities, project ideas, etc.

Requirements

• 5+ years of support experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to Travel: This role will require 25% 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.

Skills

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

Location: PST

Equal Employment Opportunity

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.