Technical Support Engineer

Job Summary The Technical Support Engineer (TSE) acts as a Starburst SME for a book of enterprise 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 \u25CF Technical Support: \u25CB Provide support for standard and custom deployments \u25CB Answer break/fix and non-break/fix technical questions through SFDC ticketing system \u25CB Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions \u25CB Open SEP and Galaxy bug reports in Jira and feature requests in Aha! \u25CF LTS Upgrades: \u25CB Provide upgrade support upon customer request \u25A0 Customer must be on a supported LTS version at the time of request \u25A0 TSE must communicate unsupported LTS requests to the Account team as these require PS services \u25CF Monthly Technical check-ins \u25CB Conduct regularly scheduled technical check-ins with each BU \u25A0 Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends \u25A0 Responsible for ensuring customer environments are on supported LTS versions \u25CF Knowledge Sharing/Technical Enablement: Knowledge exchange and continued technical enablement are crucial for the development of our team and the customer experience. Its essential that we keep our product expertise and documentation current and that all team members have access to information. \u25CB Contribute to our reference documentation \u25CB Lead peer training \u25CB Consultant to our content teams \u25CB Own your personal technical education journey \u25CF Project Involvement \u25CB Contribute to or drive components of departmental and cross functional initiatives \u25CF Partner with Leadership \u25CB Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally \u25CB Provide feedback to your manager on continued ed. opportunities, project ideas, etc. Requirements \u25CF 5+ years of support experience \u25CF 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience Skills \u25CF Big Data (Teradata, Hadoop, Data Lakes, Spark) \u25CF Docker and Kubernetes \u25CF Cloud technologies (AWS, Azure, GCP) \u25CF Security - Authentication (LDAP, OAuth2.0) and Authorization technologies \u25CF SSL/TLS \u25CF Linux Skills \u25CF DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash Benefits Why Join Us? Work with a globally recognized team on cutting-edge AI/ML projects. Be a part of a culture that values curiosity, continuous learning, and impact. Opportunity to collaborate with Fortune 500 clients and industry leaders. Grow your career by becoming an instructor and sharing your knowledge worldwide.