Staff Premier Support Engineer

Business Area:

Support

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.

We (the Customer Operations Engineer team) are looking for an individual who has a passion for making customers successful.

A Day in the Life

You will join a team of highly skilled engineers who are responsible for delivering Cloudera's support services. Our Customer Operations Engineers are trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment Customer Operations Engineers develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.

As a Staff Premier Support Engineer you will....

• Solid skills in troubleshooting to repair failed products or processes on a machine or a system using a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again
• A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand
• A strong desire to increase your product and technology skillset; increase your confidence supporting our products so you can help our customer’s succeed
• Provide Support Services to our customers. This may include assistance provided during the engineering and operations of distributed systems as well as responses for mission-critical systems and production customers.
• Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
• Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and assigning cases to COEs
• Be involved with and work on other support related activities
• Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts
• Collaborate and share solutions with both customers and Clouderans
• Investigate product related issues both for particular customers and for common trends that may arise
• Study and understand critical system components and large cluster operations
• Differentiate between issues that arise in operations, user code, third party libraries or product
• Coordinate enhancement and feature requests with product management and Cloudera engineering
• Participate in occasional weekend on-call roster for critical support needs
• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translates to building long term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites
  
  

• A strong desire and aptitude to become a well-rounded support professional. Cloudera Support considers the service we deliver our core product
• A positive attitude towards feedback and continual improvement
• A willingness to give direct feedback to and partner with management to improve team operations
• A tenacity to bring calm and order to the often stressful situations of customer cases
• A mental capability to multi-task across many customer situations simultaneously
• Bachelor degree in Computer Science or Engineering or equivalent experience. Master’s degree is a plus
• 4+ years of Unix environment experience (in example, Red Hat Linux) for some positions
• Strong troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)
• Strong knowledge of RDBMS concepts and SQL for some positions
• Excellent communication skills in English (written and verbal)
• Prior enterprise support experience in a technical environment strongly preferred
  
  

• Experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
• Software development experience in C++, Java or Python
• Systems monitoring and management for grid computing
• Familiarity with virtual machine technologies
• Working knowledge of distributed file systems (development knowledge is a strong plus)
• Experience in Unix (in example, Red Hat Linux) shell scripting
  
  

• 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