Cloudera Premier Support Engineer
hace 4 días
We empower people to transform complex data into clear and actionable insights. As a leading provider of data management and analytics solutions, we are the preferred partner for top companies in various industries.
Technical Support Engineer Role:
- You will play a vital role in ensuring the success of our customers by delivering top-tier technical support for Cloudera Data Platform/Hadoop Distributed File System (HDFS) and cloud adoption.
- Your primary focus is on handling complex issues, enhancing platform stability and performance, and providing proactive support to customers.
Main Responsibilities:
- Holistic coordination between customers and other Cloudera organizations across the full CDP and Cloud deployment lifecycle.
- Trusted point of contact for technical customer feedback to Product Management, Engineering, and Sales teams.
- Regular briefings on Cloudera Data Platform releases and roadmap in alignment with Account Executives and Solutions Engineers.
- Coordinate triage and prioritization of customer questions and enterprise support tickets.
- Quarterly business reviews of support activity and recommendations.
- Fast-track escalations, identify trends, and develop action plans to mitigate or avoid issues.
- Root cause analysis reports including recommendations to improve proactive management of Hadoop deployments.
- Assist with planning assistance for critical milestones including upgrade planning and making the best use of new product capabilities.
About You:
- Bachelor's Degree in Computer Science or Computer Engineering, or equivalent experience.
- Open Source experience is a key requirement.
- 5 years of technical support experience.
- 2 years of enterprise account management (interaction with the end client on strategic deliveries).
- Demonstrated ability to manage technical projects and processes.
- Able to collaborate and partner with internal teams.
- Professional oral, presentation, and written communication skills.
- Experience with supporting Java applications running on Linux or Windows.
- Able to quickly learn and pick up new technical concepts.
- Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment.
- Hadoop knowledge and skills are must.
What We Offer:
- $120,000 per year salary.
- Generous PTO Policy.
- Support work-life balance with Flexible WFH Policy.
- Mental & Physical Wellness programs.
- Phone and Internet Reimbursement program.
- Access to Continued Career Development.
- Comprehensive Benefits and Competitive Packages.
- Employee Resource Groups.
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