Technical Support Engineer

1 week ago

Mandaue, Philippines Starburst Full time

About the role

The Technical Support Engineer (TSE) acts as a Starburst SME for a book of enterprise accounts. The TSE is responsible for answering technical questions within standard and custom deployment environments and assisting with supported LTS upgrades. The TSE coordinates closely with Support leadership, Engineering, Product and Accounts teams to ensure customers receive a value-driven enterprise experience. A TSE is able to work independently and demonstrates an expert degree of proficiency in both SEP and Galaxy.

As a Technical Support Engineer at Starburst you will
  • Technical Support:
    • Provide support for standard and custom deployments
    • Answer break/fix and non-break/fix technical questions through the SFDC ticketing system
    • Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
    • Open SEP and Galaxy bug reports in Jira and feature requests in Aha
  • Provide upgrade support
    • Customer must be on a supported LTS version at the time of request
    • TSE must communicate unsupported LTS requests to the Account team as these require PS services
  • Monthly Technical check-ins
    • Conduct regularly scheduled technical check-ins with each BU
    • Discuss open support tickets, provide updates on product bugs and best-practice recommendations based on ticket trends
    • Ensure customer environments are on supported LTS versions
  • Knowledge Sharing/Technical Enablement:
    • Contribute to our reference documentation
    • Lead peer training
    • Consult with content teams
    • Own your personal technical education journey
  • Project Involvement
    • Contribute to or drive components of departmental and cross-functional initiatives
  • Partner with Leadership
    • Identify areas of opportunity for efficiencies or obstacles within the team and cross-functionally
    • Provide feedback to your manager on continued education opportunities and project ideas
Some of the things we look for:
  • 5+ years of support experience
  • 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
  • Docker and Kubernetes
  • Cloud technologies (AWS, Azure, GCP)
  • Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
  • SSL/TLS
  • DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash
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, including competitive pay, attractive stock grants, flexible paid time off, and more.

Starburst is 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 enables us to own what we do and empower our All-Stars to show up authentically.

Starburst provides equal employment opportunities to all employees and applicants 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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