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Customer Support Engineering Manager, West Coast

2 months ago

Remote, Oregon, United States Starburst Full time

About Starburst

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

About the role

Starburst Data is looking for a customer obsessed, highly motivated leader with a desire to provide world class service while growing a team of dedicated and knowledge Support Engineers. Background in distributed systems, Hadoop, cloud technologies, security, DBMSs and navigating a complex Java codebase are beneficial technical skills. As a Support manager, you will manage a team of roughly 10 Customer Support Engineers (CSEs) responsible for providing inbound break/fix support to our customer base. Your responsibilities will include team performance, career development and maintaining the highest standard of customer service. This role reports to the Senior Director of Support.

Working hours for this role will be from 9:00am - 6:00pm Pacific Time

Duties and Responsibilities:

  • Oversee team of up to 10 Customer Support Engineers
  • Monitor and oversee Support quality and SLA adherence; including coaching, CSAT follow up, and any optimizations required to ensure quality
  • Ongoing individualized career development
  • Ensure successful execution of the support customer journey for customers
  • Collaborate with fellow Sales, Product, and Engineering Managers to ensure a high quality of customer service

Must Have Attributes:

  • Self starter: Capable of working with limited guidance given time zone differences
  • Ownership: Willing to take ownership to find solutions to and solve problems
  • Grit: Determined and driven to ensure success
  • Collaborative: Capable of working cross functionally to drive alignment and the right success outcomes
  • Curiosity: Desire to learn new technologies in a complex and challenge technical ecosystem

Idea Candidate Has:

  • Prior experience working in a technical role
  • Strong management skills with success in career developmentHighly focused on increasing customer satisfaction and retention
  • Ability to manage multiple initiatives simultaneously in a dynamic, fast paced work environment
  • Ability to successfully navigate an organization cross functionally including through barriers to ensure customer satisfaction and success
  • Experience supporting Enterprise and SaaS applications in a 24x7 support environment
  • Excellent written and verbal communication skills in English
  • SFDC Experience is a plus

Why build your career at Starburst?

We live by our three core company values: Character, Competence, and Ownership and are a team of top performers. We are each in the driver's seat, shaping our organization and working together towards our common mission. We are solving exceptionally complex and meaningful challenges here and as we innovate, we each have the opportunity to build our careers alongside Starbursts's growth.

We take care of our global workforce by making sure employees enjoy competitive salaries and attractive stock grants, remote-friendly work options, flexible paid time off, and more

Starburst Data is a diverse, equitable, and inclusive place to work. Everyone is welcome at the Starburst table and we have several employee resource groups such as Womxn At Starburst, Starburst Military, and Starburst Pride. We know that the more diverse perspectives we have at the table will only serve us to make a better team and company.

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.

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