Staff Premier Support Engineer

Business Area:

Sales

Seniority Level:

Mid-Senior level

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

As a Staff Premier Support Engineer, you play a vital role in ensuring the success of CDP/HDP/CDH and cloud adoption with customers. Your primary focus is delivering top-tier technical support for Cloudera customers, handling complex issues, and proactively enhancing platform stability and performance.

As a Staff Premier Support Engineer you will:

• Holistic coordination between the customer 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
• Regular briefings on Cloudera Data Platform releases and roadmap in alignment with AE and SE
• 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/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 for making the best use of new product capabilities
  
  

• 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
• Ability to collaborate and partner with internal teams
• Professional oral, presentation, and written communication skills
• Experience with supporting Java applications running on Linux or Windows
• Ability 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
  
  

• Experience with database or in a big data platform/company a plus
  
  

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