Expert Premier Support Specialist

hace 4 semanas


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

At Cloudera, we empower people to transform complex data into clear and actionable insights.


As a Staff Premier Support Engineer, you play a key role in ensuring the success of CDP/HDP/CDH and cloud adoption with customers.


You will deliver top-tier technical support for Cloudera customers, handle complex issues, and proactively enhance platform stability and performance.


Key Responsibilities:

Key Responsibilities:



  • Coordinate between the customer and other Cloudera organizations across the full CDP and Cloud deployment lifecycle
  • Act as a trusted point of contact for technical customer feedback to Product Management, Engineering, and Sales
  • Provide regular briefings on Cloudera Data Platform releases and roadmap in alignment with AE and SE
  • Coordinate triage and prioritization of customer questions and enterprise support tickets
  • Conduct quarterly business reviews of support activity and recommendations
  • Fast-track escalations, identify trends, and develop action plans to mitigate/avoid issues
  • Generate root cause analysis reports including recommendations to improve proactive management of Hadoop deployments
  • Assist with planning assistance for critical milestones, including upgrade planning, and making the best use of new product capabilities

Requirements:



  • Bachelor's Degree in Computer Science or Computer Engineering, or equivalent experience
  • Open Source experience is a key requirement
  • 5 years of technical support experience
  • 2 years of enterprise account management (interaction with the end client on strategic deliveries)
  • Demonstrated ability to manage technical projects and processes
  • Ability to collaborate and partner with internal teams
  • Professional oral, presentation, and written communication skills
  • Experience with supporting Java applications running on Linux or Windows
  • Ability to quickly learn and pick up new technical concepts
  • Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment
  • Hadoop knowledge and skills are a must

What We Offer:

What We Offer:



  • Generous PTO Policy
  • Support work-life balance with
  • Flexible WFH Policy
  • Mental & Physical Wellness programs
  • Phone and Internet Reimbursement program
  • Access to Continued Career Development
  • Comprehensive Benefits and Competitive Packages
  • Employee Resource Groups

Language: en



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