Posted on 
May 14, 2024

Customer Support Engineer - Tier 1

Remote
Entry-level, Junior, or Associate
Customer Success, Engineering
Starburst
Starburst
Starburst
Series D
251-1000
Software, Security & Developer Tools

At Starburst, we are working to dismantle the status quo of data silos and vendor lock-in every single day. We offer 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.

Job Description

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

$70,000 - $80,000 a yearThe base salary range for this US full-time position is $70,000 - $80,000 (+ 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.

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
  • $70,000 - $80,000 a year
    The base salary range for this US full-time position is $70,000 - $80,000 (+ 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.
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