About the Role
Intro about Starburst: Starburst is the data platform for analytics, applications, and AI, unifying data across clouds and on-premises to accelerate AI innovation. Organizations, from startups to Fortune 500 enterprises in 60 countries, rely on Starburst for fast data access, seamless collaboration, and enterprise-grade governance on an open hybrid data lakehouse. Wherever data lives, Starburst unlocks its full potential, powering data and AI from development to deployment. By future-proofing data architecture, Starburst helps businesses fuel innovation with AI.Job SummaryThe Technical Support Engineer (TSE) acts as a Starburst SME for a book of Majors and Strategic accounts. The TSE is responsible for answering all technical questions within both standard and custom deployment environments and assisting with supported LTS upgrades. The TSE is also responsible for peer training and development, personal continued education, and contributing to our reference documentation. They will coordinate closely with Support leadership, Engineering, Product and Accounts teams to ensure our customers receive a value driven enterprise experience. ResponsibilitiesTechnical Support:Provide support for standard and custom deploymentsAnswer break/fix and non-break/fix technical questions through SFDC ticketing systemEfficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutionsOpen SEP and Galaxy bug reports in Jira and feature requests in Aha! LTS Upgrades:Provide upgrade support upon customer requestCustomer must be on a supported LTS version at the time of requestTSE must communicate unsupported LTS requests to the Account team as these require PS servicesMonthly Technical check-insConduct regularly scheduled technical check-ins with each BUDiscuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends Responsible for ensuring customer environments are on supported LTS versionsKnowledge Sharing/Technical Enablement: Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience. It's essential that we keep our product expertise and documentation current and that all team members have access to information.Contribute to our reference documentation Lead peer trainingConsultant to our content teamsOwn your personal technical education journeyProject InvolvementContribute to or drive components of departmental and cross functional initiatives Partner with LeadershipIdentify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally Provide feedback to your manager on continued ed. opportunities, project ideas, etc. Requirements 5 years of support experience3 years of Big Data, Docker, Kubernetes and cloud technologies experience SkillsBig Data (Hadoop, Data Lakes, Spark)Docker and KubernetesCloud technologies (AWS, Azure, GCP)Security - Authentication (LDAP, OAuth2.0) and Authorization technologiesSSL/TLSLinux SkillsDBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash