Starburst is looking for a Technical Support Engineer to act as the subject matter expert for a book of Major and Strategic accounts. In this role, you will be responsible for answering all technical questions within standard and custom deployment environments and assisting with supported LTS upgrades. You will coordinate closely with Support leadership, Engineering, Product, and Accounts teams to deliver a value-driven enterprise experience.
What You'll Do
- Provide support for standard and custom deployments
- Answer break/fix and non-break/fix technical questions through the SFDC ticketing system
- Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose), identify root causes, and provide solutions
- Open bug reports in Jira and feature requests in Aha!
- Provide upgrade support upon customer request for supported LTS versions
- Conduct regularly scheduled monthly technical check-ins with each business unit
- Discuss open support tickets, provide updates on product bugs, and offer best practice recommendations based on observations and ticket trends
- Ensure customer environments are on supported LTS versions
- Contribute to reference documentation
- Lead peer training
- Consult with content teams
- Own your personal technical education journey
- Contribute to or drive components of departmental and cross-functional initiatives
- 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 and project ideas
What We're Looking For
- 5+ years of support experience
- 3+ years of experience with Big Data, Docker, Kubernetes, and cloud technologies
Technical Stack
- Big Data: Hadoop, Data Lakes, Spark
- Infrastructure: Docker, Kubernetes
- Cloud Technologies: AWS, Azure, GCP
- Security: Authentication (LDAP, OAuth2.0), Authorization, SSL/TLS
- Systems: Linux
- Data: DBMS Concepts/SQL, SQL
- Languages: Java, Python, Bash
Team & Environment
You will coordinate closely with Support leadership, Engineering, Product, and Accounts teams to ensure customer success.
Benefits & Compensation
- Competitive pay
- Attractive stock grants
- Flexible paid time off
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.
