Support Engineer (open to New Grad)

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:

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• 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:

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• 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.