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Customer Operations Engineer



Customer Service, Operations
Shanghai, China
Posted on Monday, May 6, 2024

Business Area:


Seniority 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.

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 FL Customer Operations Engineer you will:

  • 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 new technology and soft skill sets.

  • Collaborate with cross-functional teams, including engineering, product management, and quality assurance, to escalate and resolve complex technical issues.

  • Setting and influencing customer expectations clearly and concisely with a friendly and collaborative disposition to achieve the highest customer satisfaction.

  • Providing proactive support through the authoring of Knowledge Base articles and Community posts.

  • Document and track customer interactions, issues, and resolutions using our support ticketing system.

  • Participate in occasional weekend and holiday on-call roster.

We’re excited about you if you have:

  • Strong technical aptitude and problem-solving skills, with the ability to diagnose and troubleshoot complex technical issues.

  • Proven experience as a Technical Support Engineer or similar role, preferably in a software or technology company.

  • Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical customers, as well as providing Mandarin language support, requiring native speaker proficiency.

  • Customer-focused mindset with a dedication to delivering exceptional service.

  • Experience with support ticketing systems.

  • Willingness to continuously learn and stay updated on new technologies and industry trends.

  • Familiarity with operating systems (Windows, Linux, macOS) and networking concepts.

  • Strong understanding of Linux, DataBase, or programming concepts.

  • Hadoop stack knowledge - HDFS, Hive, Impala - is a plus.

What you can expect from us:

  • 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

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.