Data Insights Engineer

hace 2 meses


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

We're a leading data partner for top companies across various industries, leveraging the power of open-source innovation to drive digital transformation. As a key member of our team, you'll play a vital role in delivering exceptional support services to our customers.

About the Role

This is an exciting opportunity for a highly skilled Technical Support Specialist to join our cloud services team. As a Customer Operations Engineer (COE), you will be responsible for providing remote technical support on break-fix issues and operational guidance for internal and external customers through cases via Zoom, phone, and case updates.

You will practice active listening to identify and understand customer issues at hand and current business impact, driving resolution with a friendly and collaborative disposition to achieve the highest customer satisfaction.

  • Collaborate with cross-functional teams, including engineering, product management, and quality assurance, to escalate and resolve complex technical issues.
  • 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.
  • Document and track customer interactions, issues, and resolutions using our support ticketing system.
  • Participate in occasional weekend and holiday on-call roster.
What We're Looking For

We're excited about candidates who have:

  • Strong technical aptitude and problem-solving skills, with the ability to diagnose and troubleshoot complex technical issues.
  • Proven experience as a Technical Support Engineer or similar role, preferably in a software or technology company.
  • Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical customers.
  • Customer-focused mindset with a dedication to delivering exceptional service.
  • Experience with support ticketing systems.
  • Willingsness to continuously learn and stay updated on new technologies and industry trends.
  • Strong understanding of Unix, DataBase, and Java programming concepts.
  • Familiarity with Linux OS system and networking concepts.
  • Basic knowledge of Security concepts like SSL, TLS, Kerberos.
  • Hadoop stack knowledge - is a plus.
  • Containerized knowledge - Kubernetes, docker is a plus.
About Our Offerings

We provide a comprehensive benefits package, including:

  • 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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