技术支持工程师
Technical Support Engineer
在 StarTree，我们是一群充满热情的个体，希望通过开发支持实时分析世界中可用性和速度的工具和技术，改善众多人的生活。
我们的目标是让每家公司都能轻松地为其用户（外部和内部）带来惊喜，并通过构建全球最全面且易于使用的云分析系统，从数据中创造新的收入来源。
职位简介
支持是 StarTree 成功的核心，也是组织中高度重视的职能。作为技术支持工程师，你将成为客户与 StarTree 跨职能团队之间的关键接口，提供专业技术支持并推动客户满意度。
此职位要求你成为 Apache Pinot 和 StarTree 平台的专家，提供卓越的支持以确保客户取得成功。你将在紧急生产问题上提供轮班支持，并作为解决复杂挑战的可信赖顾问。
在 StarTree，学习和成长是我们所做一切的核心。我们致力于帮助团队持续提升技术技能，探索创新解决方案，并随着我们不断发展的平台共同成长。
StarTree 正在迅速发展，客户续约率接近完美。这种成功促使我们的支持团队迅速扩张，与使用 StarTree 解决方案的客户数量增长相匹配。
职责
- 与现场技术团队和工程团队紧密合作，排查并解决 StarTree 客户的性能和配置问题。
- 通过工单和 Slack Connect 提供卓越的客户服务，对于更复杂的情况可选择使用 Zoom。
- 通过记录解决方案、最佳实践和经验教训，为 StarTree 的知识库做出贡献。指导和培训团队成员，促进持续学习和改进的文化。
- 作为客户的代言人，主动向开发团队分享产品反馈、功能请求和趋势，推动创新并优化 StarTree 的产品路线图。
- 创建内部工具，识别改进现有流程的机会，以提高团队的效率和效果。
- 独立或作为团队的一员高效工作，始终努力让客户满意，并体现客户服务和响应性的价值观。
- 与高级团队合作
查看英文原文
At StarTree we're a group of passionate individuals that desire to improve the lives of many by developing tools and technologies that support availability and speed in the world of real-time analytics.
Our aim is to make it simple for every company to delight their users - external and internal - and create new revenue streams from their data, by building the world’s most comprehensive and accessible cloud analytics system.
About the RoleSupport is a cornerstone of success at StarTree and a highly valued function within the organization. As a Technical Support Engineer, you will become a critical interface between customers and StarTree’s cross-functional teams, providing technical expertise and driving customer satisfaction.
This role requires you to become a subject matter expert on Apache Pinot and the StarTree Platform, delivering exceptional support to ensure customers achieve success. You’ll play a vital role in providing on-call support for urgent production issues, acting as a trusted advisor for resolving complex challenges.
At StarTree, learning and growth are at the heart of what we do. We are deeply committed to helping our team continuously build their technical skill sets, explore innovative solutions, and grow alongside our evolving platform.
StarTree is growing rapidly, with near-perfect customer renewal rates. This success has led to the rapid expansion of our support team, mirroring the increase in the number of customers leveraging StarTree solutions.
Responsibilities
- Collaborate closely with field technical teams and Engineering to troubleshoot and resolve performance and configuration issues for StarTree customers.
- Provide exceptional customer support through tickets and Slack Connect, with the option to leverage Zoom for more complex cases.
- Contribute to StarTree's knowledge base by documenting solutions, best practices, and lessons learned. Mentor and train team members to promote a culture of continuous learning and improvement.
- Act as the voice of the customer, proactively sharing product feedback, feature requests, and trends with development teams to drive innovation and enhance the StarTree product roadmap.
- Create internal tooling and identify opportunities to improve existing processes to increase team efficiency and effectiveness.
- Work effectively both individually and as part of a team, always striving to delight customers and embodying values of customer service and responsiveness.
- Work with advanced data technologies, including vector indexes, to support AI-driven innovations across diverse industries.
About StarTree:
StarTree is a cloud-based software company that enables business customers to derive advanced insights from real-time and historical data. StarTree was founded by the core software engineering team and inventors of Apache Pinot, which currently powers hundreds of user-facing applications at companies across industries, including LinkedIn, Uber, Target, 7Eleven, Etsy, Walmart, WePay, Factual, Weibo, and more. StarTree Cloud has enabled even more companies to deploy and operate real-time analytics at scale, including Stripe, Sovrn, Roadie, Just Eat Takeaway.com, Dialpad, Guitar Center, Blinkit, and more.
StarTree recently announced our Series B Funding with investment from GGV Capital, Sapphire Ventures, Bain Capital Ventures, and CRV. We have been named one of The Information's 50 Most Promising Startups and one of CRN's 10 Coolest Cloud Computing Startup Companies of 2022!
Originally posted on Himalayas