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Technical Support Engineer

StarTree

Saas

51-200

Mountain View, CA, USA

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About the job

Overview:

At StarTree we're a group of passionate individuals that desire to improve the lives of many by developing tools and technologies that support availability and speed in the world of real-time analytics.

Our aim is to make it simple for every company to delight their users - external and internal - and create new revenue streams from their data, by building the world’s most comprehensive and accessible cloud analytics system.

About the Role:

StarTree is seeking an experienced Technical Support Engineer for the US West region (PST/MST) who craves a challenge and feels energized to roll up their sleeves and help realize StarTree's potential and solve big problems.

Technical Support Engineers work at the intersection of StarTree’s engineering, sales, and customer success teams and drive customer success by helping identify and resolve critical issues in their production and pre-production environments.

In this role, you’ll interact directly with our customers to provide software development and operations expertise, leveraging deep knowledge of best practices in the use of Apache Pinot and the broader StarTree Platform. You will be hands-on fixing issues seen by StarTree customers. This may include contributing fixes back to the open source community. You’ll build strong relationships with customers, ensuring exemplary support and timely resolution to customer requests.

Responsibilities:

Collaborate with other engineers to understand and troubleshoot systems and use the experience gained to influence the roadmap of the StarTree product
Work with customers to resolve a wide range of issues with their deployments and usage
Contribute to process development - we are always looking to improve how we work
Communicate with product and engineering teams to provide product feedback from the field
Improve product documentation and author knowledge base articles
Create internal tooling and review product demos

What we’re looking for:

Experience in diagnosing, reproducing, and resolving technical issues in complex customer production environments
Deep desire to help customers through direct interaction
Previous experience working in a startup environment with global customers
Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)
Operational knowledge of Java applications
Experience with at least one mainstream distributed system
Familiarity with streaming systems, such as Kafka, Pulsar, Flume, Flink, Spark, or similar
Strong troubleshooting and critical thinking skills
Excitement in learning about streaming data and becoming a domain expert in Apache Pinot
Experience with cloud platforms such as AWS, GCP, or Azure is a plus
Outstanding written and verbal communication skills