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.

As a Staff Premier Support Engineer, you play a vital role in ensuring the success of CDP/HDP/CDH and cloud adoption with customers. Your primary focus is delivering top-tier technical support for Cloudera customers, handling complex issues, and proactively enhancing platform stability and performance.

Collaboration is key as you work closely with account teams, engineering, and solutions teams to provide high-quality support to our Premier customer base. You serve as a trusted technical advisor, guiding clients in optimizing big data and cloud technologies using Cloudera's extensive resources.

In this role as the primary technical contact, you provide advisory services, troubleshoot effectively, and engage higher management when necessary. Your responsibilities include meeting SLAs, offering technical guidance, and sharing comprehensive issue analyses with clients. You also work on prevention methodologies and propose initiatives, upgrades, and best practices to drive customer success.

You actively participate in issue resolution, research, and Proof of Concepts (POCs) for technical support and customer success. Additionally, you present Quarterly Technical Reviews to clients to showcase results.

This role requires a self-motivated individual dedicated to continuous learning, with strong customer service and technical problem-solving skills to deliver exceptional support and customer success. Local language support in Portuguese as well as English is highly desired.

As a Staff Premier Support Engineer you will: 

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

• Trusted point of contact for technical customer feedback to Product Management, Engineering and Sales

• Regular briefings on Cloudera Data Platform 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 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 Computer Engineering, or equivalent experience

• Open Source experience is a key requirement

• 5 years of technical support experience

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

• Demonstrated ability to manage technical projects and processes

• Ability to collaborate and partner with internal teams

• Professional oral, presentation, and written communication skills

• Experience with supporting Java applications running on Linux or Windows

• Ability to quickly learn and pick up new technical concepts

• Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment

• Hadoop knowledge and skills are must

You may also have:

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

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