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:
• 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.

Every PhoenixAI hire is held to the same operating bar: own the outcome, seek truth and build trust, move fast with judgment, work AI-first, and raise the bar without ego.

Compensation

The 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.

PhoenixAI is an equal opportunity employer. We welcome candidates of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.