Technical Support Engineer

ABOUT THE ROLE We are seeking a highly skilled Technical Support Engineer (TSE) to join our team at Starburst. As a TSE, you will act as a Subject Matter Expert (SME) for a book of Major and Strategic accounts, providing technical support and guidance to customers. You will work independently with minimal guidance, demonstrating an expert degree of proficiency in SEP and Galaxy. WHAT YOU'LL DO As a Technical Support Engineer, you will be responsible for: - Providing support for standard and custom deployments, answering technical questions through the SFDC ticketing system - Efficiently reproducing reported issues, identifying root causes, and providing solutions - Opening SEP and Galaxy bug reports in Jira and feature requests in Aha! - Providing upgrade support upon customer request, ensuring customer environments are on supported LTS versions - Conducting regularly scheduled technical check-ins with each Business Unit (BU), discussing open support tickets, and providing updates on product bugs and best practice recommendations - Contributing to our reference documentation, leading peer training, and consulting with content teams - Owning your personal technical education journey and contributing to departmental and cross-functional initiatives - Partnering with leadership to identify areas of opportunity and provide feedback on continued education opportunities and project ideas WHAT YOU'LL NEED To be successful in this role, you will need: - 5+ years of support experience - 3+ years of Big Data, Docker, Kubernetes, and cloud technologies experience - Ability to travel, with 25% in-person travel required for purposes including new hire onboarding, team and department offsites, customer engagements, and other company events WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. You will have the opportunity to work with top talent, take ownership of your career, and drive meaningful change. BENEFITS At Starburst, we offer a competitive Total Rewards program, including: - Competitive pay - Attractive stock grants - Flexible paid time off - And more We are committed to fostering an intentional, inclusive, and diverse culture that drives deep engagement, authentic belonging, and an exceptional All-Star experience. We believe that diversity of thought, perspective, background, and experience will enable us to own what we do, drive our success, and empower our All-Stars to show up authentically.