Technical Account Manager

**Be Part of Building the Future**: **About the Role**: **What you'll be doing**: Customer Engagement: - Act as the primary point of contact for Gold Support customers, building strong relationships and understanding their technical and business needs - Partner with customers to document their Dremio deployments, technical requirements, and objectives - Provide technical guidance and best practices to ensure customers achieve their goals with Dremio solutions Project Management: - Lead technical projects, ensuring clear communication, defined objectives, and timely delivery of outcomes - Develop and maintain project plans, timelines, and stakeholder updates, balancing multiple initiatives effectively - Collaborate with internal teams to manage project risks, dependencies, and resource allocation Escalation Management: - Serve as the escalation point for strategic tickets and critical issues, ensuring prompt resolution and clear communication to stakeholders - Provide Root Cause Analysis (RCA) reports and develop mitigation plans to prevent future occurrences of P0/blocker issues Technical Expertise and Problem Solving: - Leverage deep technical skills to troubleshoot and resolve complex technical challenges - Reproduce and debug issues, leveraging tools and collaboration with Engineering as needed - Provide technical documentation and training to enable customers to maximize the value of their Dremio implementations Advocacy and Collaboration: - Act as the voice of the customer, advocating for their needs with Product and Engineering teams to influence roadmap priorities and innovation - Document customer engagement, account health, and project statuses through internal systems - Build and manage Centers of Excellence within customer organizations, training teams on Dremio solutions for self-sufficiency Customer Success and Adoption: - Drive customer success by proactively identifying opportunities to optimize deployments and increase product adoption - Develop action plans to address gaps, risks, or opportunities, ensuring alignment with customer goals **What we're looking for**: - B.S. or M.S. in Computer Science or a related technical field, or equivalent practical experience - 5+ years of experience in a Technical Account Management, Technical Project Management, or similar hybrid role - Proven experience managing complex technical projects with a focus on outcomes and stakeholder satisfaction - Ideally 5+ years of relational database fundamentals and operations - Proficiency in cloud technologies (AWS, Azure, GCP) - Authentication and security configurations (LDAP, Kerberos, SSL/TLS) - REST API programming and troubleshooting - Strong skills in troubleshooting Java, Linux, and ODBC/JDBC - Demonstrated ability to plan, execute, and manage technical projects - Proficiency with project management tools and methodologies (e.g., Agile, Scrum, or Waterfall) - Strong problem-solving and critical-thinking abilities - Effective communication and collaboration skills to work with diverse stakeholders - Customer-centric mindset with a focus on long-term success and innovation **Bonus Points**: - Prior experience in Professional Services, Pre-Sales Engineering, or similar roles - Experience building "Centers of Excellence" or delivering technical training for customer teams - Familiarity with Docker and Kubernetes, including Helm charts, storage options, and kubectl CLI - Experience with Hadoop ecosystems, including Zookeeper, HDFS, YARN, Hive, and related components - Experience in authentication and security setups like SSO/OAuth/OIDC or Ranger/Sentry - Advanced scripting and automation skills for process optimization **Return to Office Philosophy**: Workplace Wednesdays - to break down silos, build relationships and improve cross-team communication. Lunch catering / meal credits provided in the office and local socials align to Workplace Wednesdays. In general, Dremio will remain a hybrid work environment. We will not be implementing a 100% (5 days a week) return to office policy for all roles. LI-JF1 #LI-Remote **What we value**: At Dremio, we hold ourselves to high standards when it comes to People, Thinking, and Action. Our Gnarlies (that's what we call our employees) communicate with clarity, drive accountability, and are respectful towards each other. We confront brutal facts and focus on results while operating with a sense of urgency and building a "flywheel". People who like to jump in and drive momentum will thrive in our #GnarlyLife. - Dremio is an equal opportunity employer supporting workforce diversity. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, protected veteran status, disability status, or any other unlawful factor._ - Dremio has policies in place to protect the personal information that employees and applicants disclose to us. Please click _here_ to review the privacy notice._ - Dremi