Customer Operations Engineer

Business Area:

Support

Seniority Level:

Associate

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.

If the idea of making 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. Our team is 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 Customer Operations Engineer, you will (responsibilities):

• 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.
• Working cross-functionally with internal Engineering Teams 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 through the authoring of Knowledge Base articles and Community posts.
• Participate in occasional weekend and holiday on-call roster.

We're excited about you if you have:

• Experience in Technical Support and troubleshooting knowledge are preferred.
• Understanding of basic Linux, DataBase, and programming concepts [Java, C++, and Python] preferred.
• Basic MySQL, Oracle, and PostgreSQL skills preferred.
• Business-level English and language [Mandarin/Korean/Japanese] communication skills are preferred.
• Growth mindset with a desire to learn and be challenged.
• Stakeholder management skills - specifically dealing with customers, sales teams, and engineers.
• Ability to work independently and collaboratively with a team.

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.

#LI-AB1

#LI-Hybrid