Cloudera is looking for a Customer Operations Engineer who has a passion for making customers successful. You will join a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communications and troubleshooting skills are critical for success in this role. At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for smart people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work everyday. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.
- Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts
- Provide technical support via our community, phone and web cases
- Investigate product related issues both for individual customers and for common trends that may arise
- Be a liaison between our Sr. Level customer operations engineers
- Manage the day to day interactions with our customers
- Identify requirements for additional focused services engagements
- Coordinate enhancement and feature requests with product management and Cloudera engineering
- Facilitate upgrades, patches and maintenance to customer systems
- At least 1-3 years of technical support experience preferred
- Linux experience and/or understanding of basic concepts
- Bachelor degree. Masters degree is a plus.
- Excellent communications skills (Written and Verbal)
- Strong problem-solving and analytical skills
- Has an attention to detail
- Strong customer service skills
Nice to Have:
- Strong understanding of software development concepts in C++ or Java and Python
- Understanding of troubleshooting skills
- Understanding of TCP/IP, DNS, File system, Load balancing.
- Knowledge of file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc.