Customer Support Engineer

4 weeks ago

Greater Boston Area, United States Starburst Full time

About the Role

As a Starburst Data Customer Support Engineer - Tier 1, you will be responsible for supporting our Galaxy customers as they submit how-to questions and break/fix problems. You'll recommend approaches ranging from configuration guidance to troubleshooting security, and integration-related issues to ensure our customers can maximize their experience using Trino. You'll also liaise with other teams to ensure customers are serviced appropriately and in a timely fashion.

We are seeking a skilled Support Engineer with hands-on experience in cloud technologies and SQL debugging, proficient in addressing cluster stability challenges. The ideal candidate has extensive support experience in SaaS, coupled with expertise in cloud tech, big data, and security. Strong communication and time-management skills, adaptability to fast-paced environments, critical thinking, and proactive problem-solving are essential for this role.

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 9am - 6pm Eastern Time.

As a Customer Support Engineer - Tier 1 at Starburst you will:

  • Respond to and resolve Galaxy customer inquiries via chat, email, or call session, within specified SLA windows
  • Troubleshoot and debug complex problems, collaborating with cross-functional pre- and post-sales teams to align internally, identify root causes, and implement solutions to ensure customer satisfaction
  • Escalate and manage escalated issues with our Support Leadership team and Engineering to ensure positive outcomes for our customers
  • Contribute to our customer-facing self-serve knowledge base
  • Enthusiastically participate in ongoing personal learning including active participation in team training and development
  • Eagerness to learn and understand containerized environments to help support smooth deployments and orchestration of applications
  • Demonstrate strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving technical issues

Some of the things we look for:

  • Cloud technologies (AWS, Azure, GCP)
  • Big Data (Hadoop, Data Lakes, Spark)
  • Experience in the design and implementation of cloud architectures, leveraging AWS, Azure, or GCP services to meet customer requirements
  • Experience maintaining stability, reliability, and performance of cloud-based systems or implementing best practices for monitoring, scaling, and optimization.
  • Docker and Kubernetes
  • Security (LDAP, OAuth2.0, Authorization, SSL/TLS)
  • Familiarity with languages like; Java, Bash, Python, and SQL

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