Job Overview We are looking for a motivated and curious Entry-Level Support Engineer to join our Customer Success team. This role is ideal for a recent graduate eager to dive into technical support, learn about data analytics platforms, and grow with a fast-paced, innovative company. As a Support Engineer, you'll assist customers in resolving technical issues, optimizing their use of PhoenixAI products, and delivering exceptional customer satisfaction, all while receiving mentorship and hands-on training.
Key Responsibilities - Customer Support: Assist customers via email, chat, or ticketing systems to troubleshoot and resolve basic technical issues related to PhoenixAI's products, with guidance from senior engineers.
- Go-Live Assistance: Support customers during project deployments by following established guidelines to ensure smooth adoption of PhoenixAI.
- Issue Diagnosis: Learn to identify and resolve common issues, such as query performance or basic integration challenges, using diagnostic tools and team resources.
- Technical Guidance: Provide clear advice to customers on basic StarRocks and PhoenixAI configurations, data queries, or integrations with tools like BI platforms.
- Case Documentation: Record customer interactions, issues, and resolutions in our support system to build a knowledge base and improve processes.
- Feedback Contribution: Share customer feedback with the team to help improve StarRocks' usability and support resources.
- Knowledge Sharing: Contribute to creating support materials, such as FAQs or troubleshooting guides, to help customers and streamline support.
- Learning and Growth: Participate in training sessions to develop expertise in SQL, StarRocks/PhoenixAI, and cloud technologies, with opportunities to shadow senior engineers on complex cases.
Qualifications- Education: Bachelor's degree in Computer Science (graduated 2025 or 2026).
- Technical Skills:
- Basic knowledge of databases, SQL, or data analytics concepts (from coursework, projects, or internships).
- Familiarity with Linux/Unix commands or cloud platforms (e.g., AWS, GCP, Azure) through academic or personal projects is a plus.
- Willingness to learn about analytical databases (e.g., StarRocks) and real-time analytics tools.
- Soft Skills:
- Strong problem-solving mindset with a proactive attitude toward learning and tackling challenges.
- Clear written and verbal communication skills to interact professionally with customers and team members.
- Collaborative spirit, eager to work with and learn from cross-functional teams.
- Experience: No prior professional experience required; relevant internships, academic projects, or open-source contributions are highly valued.
- Bonus Points:
- Exposure to scripting (e.g., Python, Bash) through coursework or personal projects.
CompensationThe base salary range for this role is
$80,000 to $100,000. The offer also includes PhoenixAI's full benefits package. Where you land in the range depends on your experience, scope, and interview results.
