Senior Staff Frontline Customer Operations Engineer

Business Area:

Support

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Cloudera Israel is looking for a Customer Operations Engineer (COE) to join our thriving technical community and growing business in Israel as part of the Defense Sector team (MOD). You will join a friendly and supportive team, working together to bring the best of bread On-Prem solutions to our Defense Sector customers. Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI. If the idea of making bleeding-edge data and analytics easy and accessible for everyone excites you, we want you on our team!

Cloudera seeks a proactive, collaborative, curious, and customer-oriented Technical Support Engineer to join our Frontline Support organization. The person will be responsible for understanding customer issues and providing support with empathy and a sense of urgency following our tried and tested Cloudera Diagnostic Methodology. Customer Operations Engineers develop solid business, interpersonal, and technical skills in our open and collaborative environment to deliver the highest quality services to our valued customers.

As a Senior Staff Customer Operations Engineer:

• Providing remote technical support on break-fix issues and operational guidance for our internal and external customers through cases via Zoom, phone, and case updates.
• Practicing active listening to identify and understand customer issues at hand and current business impact, driving resolution with a sense of urgency.
• Learning and giving training on new technology and human skill sets.
• Working cross-functionally as Subject Matter Experts with other COEs, Engineering, Product Management, and Account teams to ensure speedy time to resolution exceeding our Service Level Agreement.
• Setting and influencing customer expectations clearly and concisely with a friendly and collaborative disposition to achieve the highest customer satisfaction.
• Providing proactive support by authoring and approving Knowledge Base articles and Community posts.
• Participate in weekend and holiday on-call roster.
  
  

• Enterprise Technical Support experience or equivalent troubleshooting skills.
• Experience with Unix or Linux environments.
• Intermediate programming skills; Java, C++, and Python are a plus.
• Intermediate MySQL, Oracle, and PostgreSQL skills are a plus.
• Applicants are required to read, write and speak the following languages: English, Hebrew
• Valid Security Clearance (Level 3 or 2) is mandatory
• Ability to pass customer Security Clearance and Vetting as needed. Existing transferable clearance advantageous
  
  

• Generous PTO Policy
• Support work life balance with Unplugged Days
• Flexible WFH Policy
• Mental & Physical Wellness programs
• Phone/Internet Reimbursement program
• Access to Continued Career Development
• Comprehensive Benefits
• Competitive Packages
• Paid Volunteer Time
• Employee Resource Groups