Director, Technical Support Engineering

Summary

Join StarTree in shaping the future of real-time analytics as the Director of Technical Support Engineering, overseeing a team of skilled Technical Support Engineers and driving operational excellence.

Requirements

• Experienced Leader: 5+ years of experience managing technical support or engineering teams in a SaaS or software environment
• Customer-Centric Problem Solver: You’re passionate about customer success, have a strong technical background in troubleshooting, and excel in handling high-stakes customer escalations
• Technical Knowledge: Knowledgeable in distributed systems (e.g., Apache Pinot), cloud platforms (AWS, GCP, Azure), and streaming technologies (Kafka, Pulsar, Flink)
• Mentor and Coach: You have a passion for helping team members grow and succeed. You are skilled in performance management, and you prioritize mentorship to help the team build their capabilities
• Organized and Data-Driven: You set measurable goals and are skilled at tracking and analyzing metrics to drive improvements
• Strong Communicator: You’re adept at communicating with technical and non-technical stakeholders, both internally and externally, to ensure clear understanding and alignment

Responsibilities

• Lead, Mentor, and Develop the Team: Manage and coach a team of Technical Support Engineers, fostering their growth and development
• Build Scalable Operations: Develop and implement processes that improve the team’s efficiency and scalability
• Enhance Knowledge Sharing: Oversee the creation and maintenance of documentation, knowledge base articles, and troubleshooting guides to enable faster resolution times and support team scalability
• Customer Success and Escalations: Act as the escalation point for high-priority cases, collaborating with internal teams (Product, Customer Success, Engineering) to drive quick and effective resolution
• Cross-functional Collaboration: Partner with the Product Management and Engineering teams to provide feedback from customers that influence product improvements
• Talent Acquisition and Development: Recruit and onboard high-quality talent to meet the growing needs of the team
• Mentorship and Career Growth: Facilitate career development by guiding TSEs through professional training, certifications, and skill-building
• Operational Excellence & Process Optimization: Lead initiatives that improve team productivity, customer satisfaction, and response times

Benefits

• Competitive salary
• Equity
• Comprehensive benefits package
• New-hire stock equity and employee stock purchase plan
• Career development and continuous learning opportunities
• Inclusive and dynamic workplace culture that encourages growth