Customer Operations Engineer
hace 3 días
Job Description:
We (the Customer Operations Engineer team) are looking for an individual who has a passion for making customers successful.
A Day in the Life
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. Successful Customer Operations Engineers develop strong business, interpersonal and technical skills to deliver high quality service to our valued customers.
You will
manage interactions with our customers with clear and honest expectation setting, friendly and collaborative disposition, aiming for the complete satisfaction of each customer
demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
hold healthy, ongoing conversations with our valued customers in case notes and verbally such that they are consistently informed on all that you’re doing to assist them with their requests vs. putting them in the situation where they need to reach out for status
Proactively communicate to customers vs. expecting customers to ask for status.
ensure that critical customer issues are addressed quickly and effectively
triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts
collaborate and share solutions with both customers and Clouderans. It’s not about what you know, it’s about using your knowledge to help customers.
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
identify requirements for additional focused services engagements
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.
You have
a strong desire and aptitude to become a well-rounded support professional. Cloudera Support considers the service we deliver our core product - As a result, a well rounded support professional demonstrates the ability to consistently have meaningful conversations with our customers that build confidence in Cloudera as a whole
a positive attitude towards feedback and continual improvement
a willingness to give direct feedback to and partner with management to improve team operations
a tenacity to bring calm and order to the often stressful situations of customer cases
a mental capability to multi-task across many customer situations simultaneously. the most successful customer operations engineers thrive on these situations.
4+ years of Unix environment experience (Red Hat Linux) including shell scripting
system performance debugging and kernel forensics experience
strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc)
knowledge of file system, kernel and database internals - latency, throughput, reliability, availability, consistency, security, etc.
strong knowledge of RDBMS concepts and SQL
provisioning and operating a large-scale compute/ storage systems
excellent communication skills
prior enterprise support experience in a technical environment strongly preferred.
You might also have
1+ year experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
2+ years software development experience in C++, Java or Python
systems monitoring and management for grid computing
familiarity with virtual machine technologies
working knowledge of distributed file systems (development knowledge is a strong plus)
The right person in this role has an opportunity to make a huge impact at Cloudera and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you apply An adventure in data awaits.
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