As a Premier Support Engineer, you'll be closely working with the client for the successful CDP/HDP/CDH adoption. This role is responsible for support delivery, providing technical support to Cloudera customers by resolving complex technical customer issues on CDH and HDP platforms.
The PSE not only responds to client support cases but also provides proactive and preventative guidance to improve stability and performance of the platform. PSEs closely collaborate with account teams, engineering, and SE teams in order to provide high quality support to our Premier customers.
You will serve as a deep technical advisor to customers and deliver unique value by supporting and increasing the consumption and productivity of acquired and/or deployed Hadoop technologies. In this role, you will draw upon all resources at Cloudera to advise and consult on the use of CDH and HDP technologies. You will act as the primary technical contact, providing advisory services and advanced technical troubleshooting and problem resolution, including issues raised to the highest levels of management. You may engage technology decision makers striving to understand customer challenges and creatively achieve their objectives. You may manage escalated issues by setting customer expectations, devising and implementing action plans, being available and professionally communicating to all parties involved.
You'll ensure that reported issues are resolved in time and within the published service delivery SLA. While the cases may be shared with other PSE or Support Team, you'll be responsible to provide technical guidance and status reports regarding the issues and cases, get the holistic review of the issue and share the derivations with the Client. Being proactive is the mindset; you are expected to work on prevention of the issues and help develop or influence prevention methodologies. You'll be engaging with Solution Engineering, Account Team, Product Management, Frontline Support and Management, Sustenance Engineering, Customer Advocate Team and other stakeholders to ensure our customer gets the best possible answer, resolution and advocacy. You will make proposals about initiative, upgrade, deployment, process excellencies like Job on-boarding, best practices and share with stakeholders at client's end. You should be actively taking part in resolving issues, exploring new products and conducting internal POCs as research. Present Quarterly Technical Review to the client. Familiar with the escalation process and ensure that you are expected to be familiar with processes like bug management, Hotfix Delivery, Support etc.To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills.
As a Premier Support Engineer you will:
Holistic coordination between the customer and other Cloudera organizations across the full HDP/CDH/CDP 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 on any Severity 1 incidents including recommendations to improve proactive management of Hadoop deployments
Planning assistance for critical milestones including upgrade & maintenance 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, Hadoop knowledge and skills are a must
5 years of Technical Support experience
2 years of Enterprise Account Management experience (interaction with the end client on strategic deliveries)
Demonstrated ability to manage technical projects and processes, collaborate and partner with internal teams
Professional oral, presentation, and written communication skills
Experience with supporting Java applications running on Linux or Windows
Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment
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/Internet Reimbursement program
Access to Continued Career Development
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.
Management Level:9 Individual Contributor