Dedicated Support Engineer

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 is looking for a Customer Operations Engineer who has a passion for making customers successful. You will join a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communications and troubleshooting skills are critical for success in this role.

At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for smart people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.

As a Customer Operations Engineer, you will:

• Ensure that critical customer issues are addressed quickly and effectively

• Triage, diagnose and escalate customer inquiries during their engineering and operations efforts

• Understand critical customer components and operations

• Gain an understanding of customer's technical infrastructure, hardware, and products

• Leverage knowledge of your customers’ environments to assist support engineers in better serving your customers

• Manage the day to day interactions with the customers.

• Manage customer cases and maintain clear and concise case documentation

• Facilitate account team involvements during upgrades, patches and maintenance to customer systems

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Assisting the sales team with information about the account which supports the sales motion.

• Serve as the customer technical support advocate within Cloudera

• Present to the customer weekly.  All cases, progress, and next steps.

• Visit customers as needed to provide exceptional customer service experience(onsite visit once a quarter).

We are excited about you if you have:

• Determine problem resolution, document, and distribute this critical knowledge to internal and external customers

• 2+ years in technical account management, strategic technical support or sales engineering experience

• Passion for customer success and deep interest in understanding customer needs

• Ability/interest in project management

• Strong critical thinking and exceptional problem solving skills

• Data analysis and good data-driven decision-making skills.

• Collaboration skills for working across geographically dispersed functions.

• Outstanding written and verbal communications skills

• Convey complex technical scenarios in layman's terms

You may also have:

• A minimum of 3 years experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry

• Understanding of Hadoop Ecosystem

• Familiarity with Cloud and Container technologies

• Working knowledge of Distributed file systems / Search technologies

• Familiarity with Data Science / Machine Learning

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

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