Technical Support Engineer

Job Summary

The 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. 

 

A TSE is able to work independently, with minimal guidance, and demonstrates an expert degree of proficiency in both SEP and Galaxy.

Responsibilities

Technical Support:

• Provide support for standard and custom deployments
• Answer break/fix and non-break/fix technical questions through 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! 

LTS Upgrades:

• Provide upgrade support upon customer request
• 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-insConduct regularly scheduled technical check-ins with each BU

• Discuss 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 versions

• Knowledge 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 training
• Consultant to our 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 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 experience
• 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
• Ability to Travel: This role will require 25% in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events. Actual travel expectations may vary by role and business needs.

 

Skills

• Big Data (Hadoop, Data Lakes, Spark)
• Docker and Kubernetes
• Cloud technologies (AWS, Azure, GCP)
• Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
• SSL/TLS
• Linux Skills
• DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash

Location: PST