Business Area:

Seniority 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.

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