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.

This is an excellent opportunity to make a significant impact on our customers’ journey while being a part of our growing and dynamic team. Premier Support Engineering teams engage technology decision makers striving to understand customer challenges and creatively achieve their objectives. They may manage escalated issues by setting customer expectations, devising and implementing action plans, being available and professionally communicating to all parties involved.

As a Staff Premier Support Engineer you will:

• Be closely working with the client for the successful CDP adoption. This role is responsible for support delivery, providing technical support to Cloudera customers by resolving complex technical customer issues on the CDP platform

• Provides proactive and preventative guidance to improve stability and performance of the platform. PSEs closely collaborate with account teams, engineering, and SE teams in order to provide high quality support to our Premier customers.

• Serve as technical advisors to customers and deliver unique value by supporting and increasing the consumption and productivity of acquired and/or deployed Hadoop technologies

• Provide Support Services to our enterprise customers using our flagship CDP Public Cloud platform. This may include assistance provided during the engineering and operations of distributed cloud systems as well as responses for mission-critical systems and production customers.

• Holistic coordination between the customer and other Cloudera organizations across the full CDP deployment lifecycle.

• Trusted point of contact for technical customer feedback to product management, engineering and sales.

• Regular briefings on Cloudera Data Platform (CDP) 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 on any Severity 1 incidents 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.

We’re excited about you if you have:

• Bachelor’s Degree in Computer science or any other.

• Hadoop knowledge and skills are a must(HDFS, Hbase, Kudu, Spark, Ranger, Phoenix & Zookeeper, Ozone).

• Experience in installing, upgrading, and administrating K8’s platform such as AKS, EKS, and GKE.

• 6 years of technical support experience with overall at least 8+ to 15 years experience.

• 2 years of enterprise account management (interaction with the end client on strategic deliveries)

• Open Source experience is a key requirement.

• Experience in administering scalable and resilient applications in the cloud.

• Experience with supporting Java applications running on Linux or Windows

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

• Proficiency in Public Cloud infrastructure services including compute, storage, networking, databases, identity, and security with focus on both AWS, and Azure.

• Proficiency in troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)

• Demonstrated ability to manage technical projects and processes

• Ability to collaborate and partner with internal teams

• Professional oral, presentation, and written communication skills

• Ability to quickly learn and pick up new technical concepts

You may also have:

• Experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
• Working knowledge of Red Hat IDM server administration.
• Working knowledge of infrastructure as code (Salt, Terraform, etc)
• Proficiency in scripting languages (Bash, PowerShell, Python)
• Any of AWS, Azure, GCP, and CKA/CKS certifications or willing to certify are preferred.

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.

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