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
To free 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
Our take
Starburst offers a unified platform for accessing distributed data from various databases through its Trino-based query engine. This approach helps users cut infrastructure and analytics costs by providing a single point of access. As the Data Lakes market grows nearly 30% annually, Starburst is well-positioned to help businesses manage their increasingly complex data.
The company has recently gained recognition for its advanced capabilities in data management. Starburst emphasises the importance of real-time hybrid data access and robust security, especially for AI applications. Its latest report, developed in collaboration with TheCUBE Research, underscores how effective data management practices are essential for successful AI implementation.s
Key findings from the report include the critical need for real-time data access and the alignment of data strategies with AI goals. These insights highlight how Starurst's technology supports efficient AI deployment and data management.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2022
$250m
SERIES D
Dec 2020
$100m
SERIES C
Total funding: $414m
Company benefits
- Comprehensive Health Insurance Coverage
- Life Insurance, Disability, and Income Protection
- Employee assistance Programs
- Flexible Paid Time Off
- Paid Parental Leave
- Remote Work Opportunties
- Equity Ownership
Company values
- Humility: We put our customers and our colleagues before ourselves. We check our egos at the door and are not afraid to be wrong or to learn in public. Our goal is to reach the right answer, not our own answer
- Authenticity: We are honest with each other and with ourselves. We respect and admire each other for the diverse perspectives we each bring to the table and welcome open debate. We always keep it real and say the last 10%
- Grit: Startups are not for the faint of heart. We’re in it for the long haul – we persevere and figure it out together through the tough times, the challenges, and the setbacks. We hold strong as one. We are made for this
- Inclusive Meritocracy: We push ourselves to master our craft and give our best to get things done. We recognize and reward based on strong performance and merit. We value picking the best ideas, no matter who raises them. It's about how we show up and what we deliver, not who we know or what our experiences were
- Doing Whatever It Takes: We attack the problem head on as one team. We don’t step aside, wait around for someone else to solve it or avoid the roadblock. We tackle our work with determination and dedication to the results. We focus on long-term success for Starburst vs. short term individual wins. We believe we all own our successes and failures. We don’t blame others for our failures, but instead find a way to enlist the help we need, and find solutions to get it done
- Customer Obsessed: We solve for our customer. It means doing the right things, even when it’s hard. We aspire to remove obstacles and bring easy solutions to our customers, putting the power back in their hands. We don't want to just make them happy, we want to help them succeed
Company HQ
Fort Point Channel Landmark District, 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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