Manager, Customer Support- USA, East at Starburst

Boston, Massachusetts, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data AnalyticsIndustries

Requirements

Background in distributed systems, Hadoop, cloud technologies, security, DBMSs, and navigating a complex Java codebase (beneficial)
Prior experience working in a technical role
Strong management skills with success in career development
Highly 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 (plus)
Must-have attributes: Self-starter (capable of working with limited guidance given time zone differences), Ownership (willing to take ownership to find solutions and solve problems), Grit (determined and driven to ensure success), Collaborative (capable of working cross-functionally to drive alignment and success outcomes), Curiosity (desire to learn new technologies in a complex technical ecosystem)
Ability to travel occasionally for onboarding, offsites, customer engagements, and company events
Based in Boston office with hybrid model (onsite 1-2 days per week)

Responsibilities

Oversee team of 10-12 Customer Support Engineers
Monitor and oversee Support quality and SLA adherence, including coaching, CSAT follow-up, and optimizations to ensure quality
Provide ongoing individualized career development
Ensure successful execution of the support customer journey for customers
Collaborate with fellow Sales, Product, and Engineering Managers to ensure high quality of customer service

Skills

Key technologies and capabilities for this role

Distributed SystemsHadoopCloud TechnologiesSecurityDBMSJavaCustomer SupportTeam ManagementSLA ManagementCSAT

Questions & Answers

Common questions about this position

What team size will I be managing in this role?

You will oversee a team of 10-12 Customer Support Engineers responsible for providing inbound break/fix and technical how-to support.

What technical background is beneficial for this position?

Background in distributed systems, Hadoop, cloud technologies, security, DBMSs, and navigating a complex Java codebase are beneficial technical skills.

Is this a remote role, and what's the location requirement?

This information is not specified in the job description.

What are the must-have attributes for this manager role?

Must-have attributes include being a self-starter capable of working with limited guidance, taking ownership to solve problems, grit to ensure success, collaborative cross-functionally, and curiosity to learn new technologies.

What experience makes a strong candidate for this position?

Strong candidates have prior experience in a technical role, strong management skills with success in career development, experience supporting Enterprise and SaaS applications in a 24x7 environment, and the ability to navigate cross-functionally.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free