Technical Support Engineer

Starburst; West (WV); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Starburst is seeking a Technical Support Engineer to serve as a subject matter expert for Majors and Strategic accounts. You will answer technical questions in both standard and custom deployments and collaborate with Support leadership, Engineering, Product, and Accounts to deliver a value-driven enterprise experience.

You will reproduce issues using tools like minikube, minitrino, docker-compose, and manage LTS upgrades and regular check-ins with customer environments.

Qualifications

• 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 onboarding, team offsites, customer engagements and events.

Responsibilities

• Provide support for standard and custom deployments.
• Answer break/fix and non-break/fix technical questions through SFDC ticketing system.
• Efficiently reproduce reported issues using 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.
• Conduct regularly scheduled technical check-ins with each BU.
• Contribute to reference documentation and lead peer training.

Skills

Big Data

Docker

Kubernetes

Cloud technologies

Security/auth

SSL/TLS

Linux Skills

SQL

Java

Python

Bash

Job description

About Starburst

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 Starburst

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.

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!

LTS Upgrades

• 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

Conduct regularly scheduled technical check-ins with each BU

• 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
• Lead peer training
• 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 ed. 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
• Linux Skills
• DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

Location: PST

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

$120,000 - $160,000 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.