Customer Support Engineering Manager, Starburst
West Coast
$110-140k
+ Equity
Single-point access for data anlytics
Job no longer available
Single-point access for data anlytics
501-1000 employees
Job no longer available
$110-140k
+ Equity
501-1000 employees
Company mission
Starburst's mission is to free their customers from the tyranny of data lock-in.
Role
Who you are
- Self starter: Capable of working with limited guidance given time zone differences
- Ownership: Willing to take ownership to find solutions to and solve problems
- Grit: Determined and driven to ensure success
- Collaborative: Capable of working cross functionally to drive alignment and the right success outcomes
- Curiosity: Desire to learn new technologies in a complex and challenge technical ecosystem
- Prior experience working in a technical role
- Strong management skills with success in career developmentHighly 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 is a plus
What the job involves
- Starburst Data is looking for a customer obsessed, highly motivated leader with a desire to provide world class service while growing a team of dedicated and knowledge Support Engineers
- Background in distributed systems, Hadoop, cloud technologies, security, DBMSs and navigating a complex Java codebase are beneficial technical skills
- As a Support manager, you will manage a team of roughly 10 Customer Support Engineers (CSEs) responsible for providing inbound break/fix support to our customer base
- Your responsibilities will include team performance, career development and maintaining the highest standard of customer service
- This role reports to the Senior Director of Support
- Oversee team of 10-12 Customer Support Engineers
- Monitor and oversee Support quality and SLA adherence; including coaching, CSAT follow up, and any optimizations required to ensure quality
- Ongoing individualized career development
- Ensure successful execution of the support customer journey for customers
- Collaborate with fellow Sales, Product, and Engineering Managers to ensure a high quality of customer service
Otta's take
Sam Franklin
CEO of Otta
Starburst offers a single point of access for distributed data from any database through its Trino (formerly Presto)-based query engine, allowing users to lower their own infrastructure and analytics costs.
Starburst is one of a number of companies capitalizing on the surging Data Lakes market, which is forecast to grow at close to 30% every year for the foreseeable future. This massive growth comes as companies struggle to keep up with the sheer amount of data they’re now able to obtain across multiple points.
While it’s a competitive field, Starburst is well set to succeed in the market. It achieved a multi-billion dollar valuation at its 2022 Series D fundraise, and counts Condé Nast, Comcast, and Upwork amongst its customers. Future rapid expansion looks likely as the company plans to ramp up operations to meet the ballooning demand for real-time analytics on decentralized data.
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2022
$250m
SERIES D
Dec 2020
$100m
SERIES C
Total funding: $414m
Company benefits
- You can work remote, but you'll feel close
- Access to quality and affordable insurance
- Flexible and generous paid time off policies to start a family, travel or just relax
- An environment of transparency, honesty and respect
- Family & pet talent shows
- Monthly trivia nights
- Annual company retreats
Company values
- Humility: Continuous Self-Improvement
- Ownership: Drivers Wanted
- Inclusive Meritocracy: Rewards Are Earned
- Grit: We Never Stop
- Authenticity: Be Genuine, Have Integrity
Company HQ
Boston, MA
Articles
Founders
Justin Borgman
(CEO, Chairman)Founder and CEO of Starburst's precursor company Hadapt, which was acquired by Terdata in 2014. Served as VP & GM at Teradata before co-relaunching Hadapt as Starburst in 2017.
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