Technical Support Manager

Dremio

Bangalore, IN / Karnataka, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/03/2021
  • Website: dremio.com
  • Company Address: 883 N Shoreline Boulevard C100, Mountain View, CA, 94043

About Dremio

Dremio is the Data Lake Engine. Created by veterans of open source and big data technologies, and the creators of Apache Arrow, Dremio is a fundamentally new approach to data analytics that helps companies get more value from their data, faster. Dremio makes data engineering teams more productive, and data consumers more self-sufficient. For more information, visit www.dremio.com.

Job Description

Dremio is the Data Lake Engine company. Our mission is to reshape the world of analytics to deliver on the promise of data with a fundamentally new architecture, purpose-built for the exploding trend towards cloud data lake storage such as AWS S3 and Microsoft ADLS. We dramatically reduce and even eliminate the need for the complex and expensive workarounds that have been in use for decades, such as data warehouses (whether on-premise or cloud-native), structural data prep, ETL, cubes, and extracts. We do this by enabling lightning-fast queries directly against data lake storage, combined with full self-service for data users and full governance and control for IT. The results for enterprises are extremely compelling: 100X faster time to insight; 10X greater efficiency; zero data copies; and game-changing simplicity. And equally compelling is the market opportunity for Dremio, as we are well on our way to disrupting a $25BN+ market.

Customer Success is a critical part of our company,  and a customer centric mindset is part of every decision we make. We’re looking for a Senior Manager, Technical Support to join and lead a team of highly skilled and top performing support engineers, and help scale our world class support organization. Customer support is a strategic differentiator for Dremio, supporting business critical customer environments and driving high customer satisfaction. This is a leadership position with high visibility and a significant impact on the success of the company, and it reports directly to the Global Head of Support. 

KEY RESPONSIBILITIES

  • You will be responsible for recruiting, training and overseeing a high functioning regional support team that delivers world-class support at scale.
  • Manage customer escalations during EMEA business hours
  • Drive professional development and excellence within the team
  • Identifying and executing against opportunities to drive process improvements that will impact our customers and internal teams.
  • Work closely with Customer Success and sales leadership to prioritize customer needs
  • Establish strong cross-functional alignment with Engineering and Product Management leadership to improve the product and drive positive outcome for our customers
  • Build and maintain an internal and external knowledge base, and help support our Dremio community
  • Motivate and inspire your team and other teams in Dremio -- working in a fast-paced, ambiguous, highly collaborative and customer-obsessed environment; thrive in and drive a culture of accountability; synthesize details yet still see the big picture. 

ABOUT YOU

  • An experience support leader- minimum 8+ years as part of support, and 3+ years in a leadership role
  • Experienced with recruiting, enabling and guiding support teams towards excellence
  • Strong knowledge of big data and cloud technologies
  • Background in technical support of enterprise data platform technologies (e.g. databases, Hadoop, nosql)
  • 5+ years of Linux and relational database fundamentals and operations
  • 2+ years of Hadoop/Cloud operations experience. 
  • Java troubleshooting, eg collection, and evaluation of jstacks, heap dumps
  • Excellent verbal and written communication skills, including ability to present technical issues and project status at the Senior Management level.
  • Ability and comfort in dealing customer issues and escalations, and ensuring positive interactions even when message content is difficult or critical
  • Process oriented; ‘Big Picture’ thinker, GSD attitude
  • Previous work experience with JIRA

About Dremio

Founded in 2015, Dremio is an exciting, early-stage, Series C, well-funded startup in hyper-growth mode. Created by veterans of open source and big data technologies, and the co-creators of Apache Arrow, Dremio helps companies get a lot more value from their data, a lot faster. We are headquartered in Santa Clara, CA, and backed by Lightspeed, Norwest, Redpoint and Cisco Ventures.

Connect with Dremio on GitHub, LinkedIn, Twitter, and Facebook and visit https://www.dremio.com/careers/ for more information on the opportunities at Dremio.

Related Jobs

Site Reliability Engineer

Dremio - Santa Clara, CA, US

Software Engineer - Data Management & Processing

Dremio - Hyderabad, IN

Software Engineer - Dremio SaaS Service

Dremio - Hyderabad, IN

Software Engineer - Query Optimizer

Dremio - Santa Clara, CA, US

Outbound Product Manager

Dremio - Remote
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.