Data Support Expert

hace 7 días


San José, San José, Costa Rica Cloudera A tiempo completo

Company Overview:

Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI.

We are passionate about creating a stimulating, supportive work environment that fosters growth and collaboration. Our employees are hardworking individuals who strive for equality, act with integrity, and take calculated risks.

Job Summary:

Cloudera seeks a proactive, collaborative, and customer-oriented Technical Support Engineer to join our Frontline Support organization.

The ideal candidate will have technical support and troubleshooting knowledge, with a preference for understanding basic Linux, Database, or programming concepts.

Key Responsibilities:

  • Provide remote technical support on break-fix issues and operational guidance for internal and external customers through cases via Zoom, phone, and case updates.
  • Practice active listening to identify and understand customer issues at hand and current business impact, driving resolution with a sense of urgency.
  • Learn new technology and soft skill sets.
  • Work cross-functionally with internal Engineering Teams and Account Teams to ensure speedy time to resolution exceeding our Service Level Agreement.
  • Set and influence customer expectations clearly and concisely with a friendly and collaborative disposition to achieve the highest customer satisfaction.
  • Provide proactive support through the authoring of Knowledge Base articles and Community posts.
  • Participate in occasional weekend and holiday on-call roster.

What You'll Need:

  • Technical support and troubleshooting knowledge.
  • Understanding of basic Linux, Database, or programming concepts preferred.
  • Business-level English communication skills preferred.

Benefits:

We offer flexible work from anywhere policy, generous time-off policies including paid medical disability and child bonding leaves, volunteer time off policies, tuition reimbursement, social gatherings, Employee Resource Groups, and discount programs.

We value diversity and foster an inclusive environment where everyone feels valued and empowered to make a difference.

Cloudera Cares aims to empower employees to make a positive impact in their local and global communities.



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