Customer Support Engineer

About the company

The company delivers enterprise intelligence at scale by giving organizations secure, governed access to all their data, wherever it lives. Built for distributed data environments, the company helps enterprises power AI and analytics without the cost and complexity of traditional data consolidation. With open standards including Trino and Apache Iceberg, the company enables trusted access to complete enterprise context while helping organizations avoid vendor lock-in. Leading global enterprises trust the company to fuel AI, analytics, and enterprise intelligence. Learn more at the company .

About the role

As the company Data  Customer Support Engineer , you will be responsible for supporting our SEP (the company Enterprise Platform) and Galaxy customers that submit break/fix and other technical inquiries. You will work on a wide range of support matters including but not limited to configuration, security, integration and cluster issues to ensure our customers can maximize their experience with the company products. Additionally, this role serves as a liaison to ensuring that customers receive appropriate and timely service.

We’re looking for highly motivated individuals with backgrounds in deploying and debugging complex systems. Background in distributed systems, Hadoop, cloud technologies, security, DBMSs, and navigating a complex Java codebase are beneficial technical skills. Equally important are strong communication skills, and the ability to function in a fast-paced dynamic environment when needed.

Trino encompasses a wide range of technologies, therefore a curiosity to learn and explore various approaches and solutions is a must, and most important is the desire and ability to learn and work cross-functionally in a highly customer-success-oriented company.

As a Customer Support Engineer at the company you will

• Respond to and resolve Galaxy & SEP customer inquiries via chat, email, or call session, within specified SLA windows

• Contribute to our customer-facing self-serve knowledge base

• Collaborate with our pre and post-sales teams to ensure cross-functional alignment and customer satisfaction

• Enthusiastically participate in ongoing personal learning including active participation in team training and development.

• Escalate and manage escalated issues with Engineering to ensure good outcomes for our customers

Some of the things we look for

• Big Data (Hadoop, Data Lakes, Spark)

• Docker and Kubernetes

• Cloud technologies (AWS, Azure, GCP)

• Security

• Authentication (LDAP, OAuth2.0)

• Authorization technologies

• SSL/TLS

• Linux Skills

• DBMS Concepts/SQL Exposure

• Languages: SQL, Java, Python, Bash

Where is this role located?

PST timezone

The company is dedicated to maintaining fair and equitable compensation practices. The salary range provided for this role reflects the minimum and maximum targets for candidates across all U.S. locations and could be inclusive of variable compensation, such as commission or bonus. All employees receive equity packages (ISOs) and have access to a comprehensive benefits offering. Actual compensation packages are determined based on relevant skills, experience, education and training, and specific work location. For more information, connect with the recruiting team or Hiring Manager during the process as they can provide more detailed information about the salary range.

Pay Range

$95,000 — $125,000 USD

Build your career at the company

All-Stars have the opportunity and freedom to realize their true potential. By building alongside top talent, we’re empowered to take ownership of our careers and drive meaningful change. Anchored in industry-proven technology and unprecedented success, All-Stars are taking on the challenge everyday to disrupt our industry –  and the future.

Our global workforce is supported by a competitive Total Rewards program that reflects our commitment to a rewarding and supportive work environment. This includes a variety of benefits like 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.

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state

or local laws.