Senior Technical Support Engineer

Summary

Join Dremio as a Senior Support Engineer and become a key member of a customer-focused team. You will leverage your deep technical expertise and exceptional communication skills to provide expert support and resolve highly technical problems. This role involves managing support cases, troubleshooting challenging issues, and serving as a subject matter expert on Dremio solutions and the data/analytics ecosystem. You will also contribute to the Dremio knowledge base and participate in on-call rotation. The ideal candidate possesses a strong background in troubleshooting and resolving technical problems, along with experience in relational databases, Hadoop, and cloud technologies. This position requires a B.S. or M.S. in Computer Science or a related field and 5+ years of relevant experience. Location is limited to Portugal or Hungary.

Requirements

• B.S. or M.S in Computer Science or a related technical field or equivalent practical experience
• 5+ years of experience troubleshooting and resolving urgent, high-visibility technical problems
• Strong hands-on experience working with or supporting at least two of the following: 5+ years of relational database fundamentals and operations
• 3+ years of Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive Metastore, Cloudera Manager/Ambari, etc
• Debugging java processes; ability to read and understand java stack traces, ability to debug garbage collection issues, know how to work with heap and thread dumps, familiarity with JVM options, familiarity with capturing and reading JFR's
• Experience with authentication security configuration and tuning (LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry)
• Linux, NFS, Windows, including application installation, scripting, basic command line
• In lieu of RDBMS and/or Hadoop experience, we will also consider candidates that have strong experience in troubleshooting distributed systems
• Hands-on experience with cloud technologies (AWS, Azure, GCP) and networking (VPC, subnets, CIDR, etc)
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging

Responsibilities

• 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

Preferred Qualifications

• Shell Scripting
• Python scripting
• Non-relational database fundamentals (e.g. MongoDB, etc)
• REST API programming
• ODBC and JDBC troubleshooting