Manager, Customer Support- USA, East

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
• Experience supporting Enterprise and SaaS applications in a 24x7 support environment
• Excellent written and verbal communication skills in English
• SFDC Experience is a plus
• Ability to Travel: This role will require occasional in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events. Actual travel expectations may vary by role and business needs.

Where could this role be based?

• This role is based in our Boston office and follows a hybrid model, with an expectation of being onsite 1-2 days per week.