Staff Premier Support Engineer

November 26

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Cloudera

WebsiteLinkedInAll Job Openings

Big Data • Cloud Computing • machine learning • cloud • Analytics

1001 - 5000 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 $4.1M Venture Round on 2013-01

Description

• At Cloudera, we empower people to transform complex data into clear and actionable insights. • 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. • 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.

Requirements

• 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

Benefits

• 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