Cloudera Premier Support Engineer

hace 4 días


Santiago, Metropolitana, Chile Cloudera A tiempo completo
Job Description

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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