The Technical Support Engineer (TSE) acts as a Starburst SME for a book of enterprise 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.
As a Technical Support Engineer at Starburst you will:
- 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
- Provide upgrade support upon customer request
- 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
- Conduct regularly scheduled technical check-ins with each BU
- 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.
Some of the things we look for:
- 5+ years of support experience
- 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
- Big Data (Teradata, 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
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.