Senior Technical Support Engineer

As a Senior Support Engineer, you are a customer focused team player who is passionate about solving highly technical problems and predisposed to delivering an exceptional customer experience. Drawing on your deep technical expertise, as well as exceptional communication skills, you will quickly engage with customers and provide expert help in addressing their reported problems. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to the Dremio and data/analytics ecosystem.

What you'll be doing

• Provide thoughtful direction and support for technical inquiries
• Manage the day-to-day aspects of support cases, incidents, and escalations
• Ensure issues have the appropriate focus and are resolved as expediently as possible
• Document and record all activity in accordance to both internal and external security standards
• Research, reproduce, troubleshoot, and solve highly challenging technical issues
• Serve as subject-matter expert on Dremio solutions and the data/analytics ecosystem
• Participate in on-call rotation for after-hours, holiday, weekend support coverage
• Contribute frequently answered questions to the Dremio knowledge base

What we're looking for

• 5+ years of experience troubleshooting and resolving urgent, high-visibility technical problems
• Lifetime learner, self-motivated with ability to multi-task during high pressure situations
• B.S. or M.S in Computer Science or a related technical field or equivalent practical experience

Strong hands-on experience working with or supporting the following:

• 5+ years of relational database fundamentals and operations
• Linux, NFS, Windows, including application installation, scripting, basic command line
• Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps

Knowledge of the following:

• Authentication and security configuration and tuning (LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI
• Cloud technologies (AWS, Azure, GCP)

Bonus points if you have

• Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive metastore, Cloudera Manager/Ambari, etc
• Shell Scripting
• Python scripting
• Non-relational database fundamentals (e.g. MongoDB, etc)
• REST API programming
• ODBC and JDBC troubleshooting

What we offer

• Medical, dental and vision insurance
• 401(k) Plan
• Short term / long term disability and life insurance
• Pre-IPO stock options
• Flexible PTO
• 16 hours of volunteer time off
• 12 company paid holidays, including Juneteenth
• Remote work options
• Monthly "Get Stuff Done" (GSD) Days
• Paid parental leave
• Employee Assistance Program (EAP)
• Quarterly swag surprise

**Certain benefits are only allowed to full-time Dremio employees and may not be the same across all locations.#LI-NR1 #LI-Remote

The compensation range for this position is $114,943 to $155,511 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Depending on the position offered, the on target earnings (OTE) may include a bonus, MBO or commission.