Senior Director, Customer Support

Overview

Starburst is the data platform for analytics, applications, and AI, unifying data across clouds and on-premises to accelerate AI innovation. Organizations—from startups to Fortune 500 enterprises in 60+ countries—rely on Starburst for fast data access, seamless collaboration, and enterprise-grade governance on an open hybrid data lakehouse. Wherever data lives, Starburst unlocks its full potential, powering data and AI from development to deployment. By future-proofing data architecture, Starburst helps businesses fuel innovation with AI.

About the Role

We're seeking a strategic, empathetic, and technically proficient Senior Director of Customer Support to lead our global support organization. This individual will play a critical role in scaling our customer support function, delivering world-class service, and building deep relationships with both customers and internal teams.

The Senior Director will lead a globally distributed team, including 3 direct Manager-level reports and a high-performing group of technical support professionals. They will shape support delivery models for various customer tiers, ensure 24 / 7 global coverage, and advise on support monetization and billing strategy. In this role, you'll partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure our customers' voices are heard and their issues resolved efficiently.

Key Responsibilities

Leadership & Team Development

• Lead a globally distributed team of support professionals, including 3 direct Manager-level reports.
• Foster a high-performing, inclusive team culture centered around accountability, learning, and continuous improvement.
• Drive career development and technical growth for support engineers.

Strategic Planning & Execution

Customer Advocacy & Cross-Functional Partnership

Operational Excellence & Metrics

Required Qualifications

This role will require occasional in-person travel for purposes including but not limited to new hire onboarding, team and department offsites, customer engagements, and other company events. Actual travel expectations may vary by role and business needs.

Preferred Qualifications

Location

This role is based in our Boston office and follows a hybrid model, with an expectation of being onsite 2-3 days per week.

Compensation & Benefits

Starburst is dedicated to maintaining fair and equitable compensation practices. The salary range provided for this role reflects the minimum and maximum targets for candidates across all U.S. locations and could be inclusive of variable compensation, such as commission or bonus. All employees receive equity packages (ISOs) and have access to a comprehensive benefits offering. Actual compensation packages are determined based on relevant skills, experience, education and training, and specific work location. For more information, connect with the recruiting team or Hiring Manager during the process as they can provide more detailed information about the salary range.

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