Manager, Customer Support

About Starburst
Starburst is the data platform for analytics, applications, and AI, unifying data across clouds and on-premises to accelerate AI innovation. Organizations—from startups to Fortune 500 enterprises in 60+ countries—rely on Starburst for fast data access, seamless collaboration, and enterprise-grade governance on an open hybrid data lakehouse. Wherever data lives, Starburst unlocks its full potential, powering data and AI from development to deployment. By future-proofing data architecture, Starburst helps businesses fuel innovation with AI.
About the role
Starburst Data is looking for a customer obsessed, highly motivated leader with a desire to provide world class service while growing a team of dedicated and knowledgeable Support Engineers. Background in distributed systems, Hadoop, cloud technologies, security, DBMSs and navigating a complex Java codebase are beneficial technical skills.
As a Support manager, you will manage a team of roughly 10 Customer Support Engineers (CSEs) responsible for providing inbound break/fix and technical how-to support to our customer base. Your responsibilities will include team performance, career development and maintaining the highest standard of customer service. This role reports to the Senior Director of Support.
As a Customer Support Manager at Starburst you will :
Oversee team of 10-12 Customer Support Engineers
Monitor and oversee support quality and SLA adherence; including coaching, CSAT follow up, and any optimizations required to ensure quality
Ongoing individualized career development
Ensure successful execution of the support customer journey for customers
Collaborate with fellow Sales, Product, and Engineering Managers to ensure a high quality of customer service
Must Have Attributes:
Self starter: Capable of working with limited guidance given time zone differences
Ownership: Willing to take ownership to find solutions to and solve problems
Grit: Determined and driven to ensure success
Collaborative: Capable of working cross functionally to drive alignment and the right success outcomes
Curiosity: Desire to learn new technologies in a complex and challenging technical ecosystem
Some of the things we look for:
Prior experience working in a technical role
Strong management skills with success in career development
Highly focused on increasing customer satisfaction and retention
Ability to manage multiple initiatives simultaneously in a dynamic, fast paced work environment
Ability to successfully navigate an organization cross functionally including through barriers to ensure customer satisfaction and success
Experience supporting Enterprise and SaaS applications in a 24x7 support environment
Excellent written and verbal communication skills in English
SFDC Experience is a plus
Where could this role be based?
Singapore
Build your career at Starburst
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.
Starburst 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.
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