Description
The Technical Support Engineer (TSE) acts as a Starburst SME for a book of Majors and Strategic accounts.
Responsibilities:
- Provide support for standard and custom deployments
- Answer break/fix and non-break/fix technical questions through SFDC ticketing system
- Efficiently reproduce reported issues by leveraging tools (minikube, minitrino, docker-compose, etc.), identify root causes, and provide solutions
- Open SEP and Galaxy bug reports in Jira and feature requests in Aha!
- Provide upgrade support upon customer request
- Conduct regularly scheduled technical check-ins with each BU
- Discuss open support tickets, provide updates on product bugs and provide best practice recommendations based on your observations and ticket trends
- Contribute to our reference documentation
- Lead peer training
- Consultant to our content teams
- Own your personal technical education journey
- Contribute to or drive components of departmental and cross-functional initiatives
- Partner with Leadership to identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
Requirements:
- 5+ years of support experience
- 3+ years of Big Data, Docker, Kubernetes and cloud technologies experience
- Ability to Travel: This role will require 25% in-person travel
Skills:
- Big Data (Hadoop, Data Lakes, Spark)
- Docker and Kubernetes
- Cloud technologies (AWS, Azure, GCP)
- Security - Authentication (LDAP, OAuth2.0) and Authorization technologies
- SSL/TLS
- Linux Skills
- DBMS Concepts/SQL Exposure Languages: SQL, Java, Python, Bash
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