Customer Support Engineer, Tier 2 at Starburst

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data Analytics, AIIndustries

Requirements

Background in deploying and debugging complex systems
Background in distributed systems, Hadoop, cloud technologies, security, DBMSs, and navigating a complex Java codebase (beneficial)
Strong communication skills
Ability to function in a fast-paced dynamic environment
Curiosity to learn and explore various approaches and solutions
Desire and ability to learn and work cross-functionally in a customer-success-oriented company
Big Data (Hadoop, Data Lakes, Spark)
Docker and Kubernetes
Cloud technologies (AWS, Azure, GCP)
Security: Authentication (LDAP, OAuth2.0), Authorization technologies, SSL/TLS
Linux Skills
DBMS Concepts/SQL Exposure
Languages: SQL, Java, Python, Bash
Ability to travel occasionally for onboarding, offsites, customer engagements, and company events

Responsibilities

Respond to and resolve Galaxy & SEP customer inquiries via chat, email, or call session, within specified SLA windows
Contribute to customer-facing self-serve knowledge base
Collaborate with pre and post-sales teams to ensure cross-functional alignment and customer satisfaction
Enthusiastically participate in ongoing personal learning including active participation in team training and development
Escalate and manage escalated issues with Engineering to ensure good outcomes for customers
Support SEP (Starburst Enterprise Platform) and Galaxy customers on break/fix and technical inquiries including configuration, security, integration, and cluster issues
Act as a liaison to ensure customers receive appropriate and timely service

Skills

Key technologies and capabilities for this role

TrinoJavaHadoopDistributed SystemsCloud TechnologiesSecurityDBMSSEPGalaxyCustomer Support

Questions & Answers

Common questions about this position

What technical skills are required for the Customer Support Engineer role?

Key skills include Big Data (Hadoop, Data Lakes, Spark), Docker and Kubernetes, cloud technologies (AWS, Azure, GCP), security (authentication like LDAP and OAuth2.0, authorization, SSL/TLS), Linux skills, DBMS concepts/SQL, and languages such as SQL, Java, Python, and Bash.

Is remote work possible for this position, or is travel required?

The role requires occasional in-person travel for purposes including new hire onboarding, team and department offsites, customer engagements, and other company events, though actual expectations may vary by role and business needs.

What is the salary range for this Customer Support Engineer position?

This information is not specified in the job description.

What does the company culture emphasize for this role?

Starburst emphasizes a highly customer-success-oriented environment with cross-functional collaboration, a fast-paced dynamic setting, and ongoing personal learning through team training and development.

What makes a strong candidate for this Customer Support Engineer position?

Strong candidates have backgrounds in deploying and debugging complex systems, especially distributed systems, Hadoop, cloud technologies, security, DBMSs, and Java, along with strong communication skills, curiosity to learn, and the ability to work in a fast-paced environment.

Starburst

Data analytics and SQL engine distribution

About Starburst

Starburst specializes in data analytics by providing a distribution and support for the Trino SQL engine, which is designed for efficient and scalable analytics on data lakes and various data sources. Their products, Starburst Galaxy and Starburst Enterprise, allow clients to access and analyze data quickly, whether in the cloud or on-premises. Starburst connects seamlessly with popular data visualization tools like Tableau, Power BI, and Looker, making it easier for users to integrate and access their data. What sets Starburst apart from competitors is its enhancement of the open-source Trino engine with additional connectors, security features, and dedicated enterprise support. The company's goal is to help organizations achieve faster data insights and better decision-making through improved analytics capabilities.

Boston, MassachusettsHeadquarters

2017Year Founded

$402.7MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Competitive salary & attractive stock grants

Remote-friendly work options

Quality & affordable insurance

Flexible & generous paid time off

Environment of transparency, honesty & respect

Risks

Increased competition from companies like Dell could impact Starburst's market share.

The rapid growth of unique data vendors may lead to increased market complexity.

Enterprises moving towards single-cloud strategies could challenge Starburst's multi-cloud offerings.

Differentiation

Starburst offers both cloud-based and on-premises solutions, catering to diverse client needs.

The company enhances the open-source Trino engine with additional connectors and security features.

Starburst's platform integrates with popular data tools like Tableau, Power BI, and Looker.

Upsides

Starburst Galaxy achieved 3x year-over-year growth in active customers and usage volume.

The platform enables 10X faster data processing and 66% cost reduction for clients like Arity.

Starburst's Icehouse platform leverages open-source Trino and Apache Iceberg for scalability.

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