Manager, Customer Support

**About Starburst**:
**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 knowledge 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 challenge 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
- 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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