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Principal Support Engineer

London, United Kingdom | Dremio

  • Industry:
    Computer Software / Computer Games
  • Position Type:
    Full-Time
  • Functions:
    IT / Information Technology
    Customer Experience & Support
  • Experience:
    5-7 years
Job Description:
62 people have viewed this job

Dremio is the SQL Lakehouse company, enabling companies to leverage open data architectures. Dremio’s SQL Lakehouse Platform simplifies data engineering and eliminates the need to copy and move data to proprietary data warehouses or create cubes, aggregation tables and BI extracts, providing flexibility and control for data architects and data engineers, and self-service for data consumers. Founded in 2015, Dremio is headquartered in Santa Clara, CA. Investors include Cisco Investments, Insight Partners, Lightspeed Venture Partners, Norwest Venture Partners, Redpoint Ventures, and Sapphire Ventures.


If you, like us, say “bring it on” to exciting challenges that really do change the world, we have endless opportunities where you can make your mark.


As a Principal Support Engineer, you are a customer focused team player who is passionate about enabling customer success. You are the dedicated support engineer for one or more customer accounts, partnering with and providing oversight and guidance to the worldwide support team who work with your assigned customers. Drawing on your deep technical expertise of Dremio and the data/analytics ecosystem, as well as exceptional communication skills, you will listen, guide, and enable your customers in their usage of Dremio solutions through exceptional high touch support at all levels within our customers organizations.


What you'll be doing



  • Serve asprimary technical contact for named accounts that subscribe to Premier Support.

  • Provide empirical technical guidance to allow your customers to make informed decisions for long-term health. Initiate and recommend consulting, training and on-site visits.

  • Function as the escalation point of contact, handle strategic tickets and critical/important issues. 

  • Manage the day-to-day aspects of support cases, incidents, and escalations for named accounts. Ensure issues have the appropriate focus and are resolved as expediently as possible.


  • Leverage strong triaging skills to reproduce, troubleshoot and solve highly challenging technical issues. 

  • Provide RCA (Root Cause Analysis) Reports for P0/Blockers issues and mitigation plans to avoid such scenarios in the future. 

  • Develop a detailed understanding of and document customer’s needs and existing Dremio deployments, providing advice and proactive support that reflects their unique requirements.  

  • Drive visibility into account health and current status; documenting customer engagement, implementation, and critical issues through internal customer account books.

  • Build center of excellence teams within customer organizations, training them on Dremio products and solutions, providing best practices, proactive guidance, and ongoing technical advice and support, to ensure self reliance and increased adoption.

  • Advocate for customer needs, interfacing with product and engineering teams on their behalf.

  • Contribute to internal technical projects, including software development of support tools, performance benchmarking, and building documentation and training guides. 

  • Up to 10% travel to customer sites will be required in conjunction with premium responsibilities.


What we're looking for



  • 5+ years experience providing white glove service in a Premium Support or TAM capacity

  • 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

  • Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive metastore, Cloudera Manager/Ambari, etc

  • Authentication and security configuration and tuning (LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry)

  • Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps


Knowledge of the following: 



  • Linux, NFS, Windows, including application installation, scripting, basic command line

  • Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI

  • Cloud technologies (AWS, Azure, GCP)


Good if you know:



  • Shell Scripting

  • Python scripting

  • Non-relational database fundamentals (e.g. MongoDB, etc)

  • REST API programming

  • ODBC and JDBC troubleshooting


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


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