Customer Operations Engineer

Business Area:

Support

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Join a team of highly skilled engineers who are responsible for delivering Cloudera's support services. Our Customer Operations Engineers are trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment Customer Operations Engineers develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.

As a Customer Operations Engineer you will:
• Provide Support Services to our enterprise customers using our flagship CDP Public Cloud platform. This may include assistance provided during the engineering and operations of distributed cloud systems as well as responses for mission-critical systems and production customers.
• Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
• Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and assigning cases to COEs
• Be involved with and work on other support related activities
• Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts
• Collaborate and share solutions with both customers and Clouderans
• Investigate product related issues both for particular customers and for common trends that may arise
• Study and understand critical system components and large cluster operations
• Differentiate between issues that arise in operations, user code, third party libraries or product
• Coordinate enhancement and feature requests with product management and Cloudera engineering
• Participate in occasional weekend on-call roster for critical support needs
• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translates to building long term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites

We’re excited about you if you have:
• Solid skills in troubleshooting to repair failed products or processes on a machine or a system using a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again
• A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand
• A strong desire to increase your product and technology skillset; increase- your confidence supporting our products so you can help our customers succeed

It is a plus if you have:
• Experience in Hadoop cluster installation, upgrades, and migrations.
• Experience in installing, upgrading, and administrating K8’s platform such as AKS, EKS, and GKE.
• Proficiency in Public Cloud infrastructure services including compute, storage, networking, databases, identity, and security with focus on both AWS, and Azure.
• Proficiency in troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)
• Experience in administering scalable and resilient applications in the cloud.
• Bachelor degree in Computer Science or Engineering or equivalent experience. Master’s degree is a plus
• Prior enterprise support experience in a technical environment strongly preferred
• Readiness to work APAC/EMEA shifts.

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
• Comprehensive Benefits
• 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, ****** orientation, gender identity, national origin, age, protected veteran status, or disability status.

Management Level:

+ Individual Contributor