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Customer Operations Engineer

hace 1 mes

San José, Costa Rica Cloudera A tiempo completo

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.
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.
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 build an environment of casual intensity where people enjoy coming to work every single day.
Our senior management team meets regularly with the whole company to discuss strategy, successes, and challenges.
When you arrive for your first day, we'll want you to 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

**Responsibilities**:

- Provide Support Services to our customers.
This may include assistance provided during the engineering and operations of distributed 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

Qualifications:

- 4+ years of Unix environment experience (Red Hat Linux) including shell scripting
- Strong troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)
- 2+ years of software development experience in C++ or Java and Python- System performance debugging and kernel forensics experience
- Knowledge of file system, kernel and database internals - latency, throughput, reliability, availability, consistency, security, etc.
- Provisioning and operating a large-scale compute/storage systems
- Bachelor degree in Computer Science or Engineering or equivalent experience.
Master's degree is a plus
- Strong knowledge of RDBMS concepts and SQL for some positions
- Excellent communication skills
- A willingness to give direct feedback to and partner with management to improve team operations
- Prior enterprise support experience in a technical environment preferred

Pluses:

- 1+ years of deployment experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
- Familiarity with the issues surrounding cross data center replication
- Understanding of Grid computing, Map-Reduce, advanced server clustering, and distributed programming
- Systems monitoring and management for grid computing
- Familiarity with virtual machine technologies
- AWS, AZURE or Google Cloud experience

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 to apply
An adventure in data awaits