Staff Premier Support Engineer

Posted 21 Days Ago
Be an Early Applicant
Hiring Remotely in Israel
Remote
Senior level
Big Data • Software • Analytics
The Role
As a Staff Premier Support Engineer at Cloudera, you'll provide top-notch technical support for Cloudera customers, manage complex issues related to CDP/HDP/CDH and cloud services, oversee customer interactions, and contribute to product management with technical feedback. You'll also enhance platform stability through thorough analysis and recommendations.
Summary Generated by Built In

Business Area:

Sales

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.

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

  • Valid Security Clearance (Level 3 or 2) is mandatory

  • Ability to pass customer Security Clearance and Vetting as needed. Existing transferable clearance advantageous

  • 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.

#LI-AO1

#LI-REMOTE

Top Skills

Java
The Company
HQ: Palo Alot, CA
3,092 Employees
On-site Workplace
Year Founded: 2008

What We Do

At Cloudera, we believe that data can make what is impossible today, possible tomorrow. We empower people to transform complex data into clear and actionable insights. Cloudera delivers an enterprise data cloud for any data, anywhere, from the Edge to AI. Powered by the relentless innovation of the open source community,

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