15 oct
Cloudera
Santiago
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
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
Flexible WFH Policy
Mental & Physical Wellness programs
Phone and Internet Reimbursement program
Access to Continued Career Development
Comprehensive Benefits and Competitive Packages
Employee Resource Groups