Senior Technical Support Engineer

Summary

Join Dremio as a Senior Technical Support Engineer and be part of a customer-focused team passionate about enabling customer success. You will provide world-class technical support for all customer accounts, collaborating with other support team members and cross-functional stakeholders. Leverage your deep technical expertise in Dremio and the broader data and analytics ecosystem, along with strong communication and troubleshooting skills, to help customers resolve complex issues, optimize performance, and ensure long-term success with Dremio. This role involves handling critical escalations, creating RCA reports, documenting customer environments, sharing best practices, and collaborating with Product and Engineering teams. If you enjoy exciting challenges and making a global impact, this is an excellent opportunity to make your mark. Dremio offers a supportive and inclusive work environment.

Requirements

• 8+ years of experience in a technical support or similar customer-facing engineering role
• Experience with database administration (RDBMS/MPP)
• Experience working with distributed systems, cloud platforms (AWS, Azure, GCP), and containerized environments (Docker, Kubernetes)
• Linux command-line tools, and scripting (Shell/Python)
• Familiarity with authentication/security frameworks such as LDAP, Kerberos, SSL/TLS, SSO/OAuth
• Excellent communication, collaboration, and time management skills
• Strong problem-solving mindset and ability to work effectively under pressure
• BS or MS in Computer Science, Engineering, or a related technical field (or equivalent experience)

Responsibilities

• Deliver high-quality technical support for complex customer issues across the Dremio platform
• Provide detailed technical guidance to help customers make informed decisions for system optimization and long-term reliability
• Handle and lead critical escalations, ensuring timely and effective resolution of strategic and high-impact issues
• Reproduce, triage, troubleshoot, and resolve highly technical problems by analyzing logs, configurations, and deployments
• Create and deliver RCA (Root Cause Analysis) reports for priority incidents, along with actionable mitigation plans
• Document customer environments and key configurations to tailor proactive support aligned with each customer’s unique requirements
• Share best practices, performance tuning tips, and architectural recommendations to improve reliability and uptime
• Contribute to internal knowledge base articles, scripts, and diagnostic tools to improve support efficiency
• Collaborate with Product and Engineering teams to advocate for customer needs, influence roadmap priorities, and resolve product-level bugs

Preferred Qualifications

• Prior experience of NOC and Datacenter
• Shell Scripting
• Python scripting
• Non-relational database fundamentals (e.g. MongoDB, etc)
• REST API programming
• Knowledge of ODBC and JDBC troubleshooting
• Object store (S3), Azure Storage, GCS