Customer Support Engineer – East Coast

Remote from: 🇺🇸 USA, 🇨🇦 Canada
Annual salary, USD: 85,000 - 105,000
Job function: Technical Support
Job type: Full Time,
Job posted: 6 Apr 2024
Apply before: 6 May 2024
Industry: Computer Software

Analytics Anywhere

Computer Software
2017

At Starburst, we are working to dismantle the status quo of data silos and vendor lock-in every single day. For decades, database companies have held their customers hostage and we believe that’s just plain wrong. Starburst offers a full-featured data lake analytics platform, built on open source Trino. Our platform includes all the capabilities needed to discover, organize, and consume data without the need for time-consuming and costly migration projects. Today more than 300 leading organizations trust us to make better decisions faster.

Though Starburst has raised $414M in venture funding from top investors, we were founded in a rather unusual way as we bootstrapped the business with customers and revenue from the very beginning! We are a remote-first company with employees all over the world and are proud to be named a Best Place to Work. Come join our team of All-Stars!

As a Starburst Data Customer 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 ensure 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.

Working hours are 7am – 4pm EST.

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 – Authentication (LDAP, OAuth2.0) and Authorization technologies
SSL/TLS
Linux Skills
DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

The base salary range for this US full-time position is $85,000 – $105,000 (+ bonus), subject to standard withholding and applicable taxes. All candidates receive equity (ISO) and access to a comprehensive benefits offering. The base salary range reflects the minimum and maximum target for candidates across all US locations. Work location, skills, experience, and any relevant education or training determine the compensation awarded to the candidate. The Recruiting Team or Hiring Manager can share more about the specific salary range with you during the recruitment process.

Apply now >