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Customer Support Engineer - Tier 1

United States

About Starburst

Starburst, the Open Hybrid Lakehouse, is the leading end-to-end data platform to securely access, analyze, and share data for analytics and Al across hybrid, on-premises, and multi-cloud environments. As the leaders in Trino, a modern open-source SQL engine, Starburst empowers over 250+ of the most data-driven companies to democratize data access, enhance analytics performance, and improve architecture optionality.

Starburst has raised over $400M in venture funding from top investors, with a unique start as a bootstrapped business with revenue-driving demand from the start. We are a remote-friendly company with employees all across the globe and are proud to be named a Best Place to Work. Come join our team of All-Stars and be a part of this incredible journey!

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.

The shift for this position will be 8am - 4:30pm Eastern Time

As a Customer Support Engineer 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)

Languages:

  • Java
  • Bash
  • Python
  • SQL

Starburst is dedicated to maintaining fair and equitable compensation practices. The salary range provided for this role reflects the minimum and maximum targets for candidates across all U.S. locations and could be inclusive of variable compensation, such as commission or bonus. All employees receive equity packages (ISOs) and have access to a comprehensive benefits offering. Actual compensation packages are determined based on relevant skills, experience, education and training, and specific work location. For more information, connect with the recruiting team or Hiring Manager during the process as they can provide more detailed information about the salary range.

Pay Range

$89,775 - $100,000 USD

Build your career at Starburst

All-Stars have the opportunity and freedom to realize their true potential. By building alongside top talent, we’re empowered to take ownership of our careers and drive meaningful change. Anchored in industry-proven technology and unprecedented success, All-Stars are taking on the challenge everyday to disrupt our industry –  and the future. 

Our global workforce is supported by a competitive Total Rewards program that reflects our commitment to a rewarding and supportive work environment. This includes a variety of benefits like competitive pay, attractive stock grants, flexible paid time off, and more. 

We are committed to fostering an intentional, inclusive, and diverse culture that drives deep engagement, authentic belonging, and an exceptional All-Star experience. We believe that diversity of thought, perspective, background and experience will enable us to own what we do, drive our success and empower our All-Stars to show up authentically.

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.

#LI-Remote #BI-Remote

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