Business Area:Support**Job Description**:At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world's largest enterprises.- Team Description:- 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.- As a Customer Operations Engineer you will:- 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- Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts- Investigate product related issues both for particular customers and for common trends that may arise- Differentiate between issues that arise in operations, user code, third party libraries or product- 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- We're excited about you if you have:- A strong desire and aptitude to become a well-rounded support professional. Cloudera Support considers the service we deliver our core product- 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- Bachelor degree in Computer Science or Engineering or equivalent experience. Master's degree is a plus- 4+ years of Unix environment experience (in example, Red Hat Linux) for some positions- Strong troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)- Strong knowledge of RDBMS concepts and SQL for some positions- Excellent communication skills in English (written and verbal)- Prior enterprise support experience in a technical environment strongly preferred- You may also have:- Experience with a highly-scalable, distributed, multi-node environment (10+ nodes)- 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)- Experience in Unix (in example, Red Hat Linux) shell scripting- What you can expect from us:- Generous PTO Policy- Support work life balance withUnplugged Days Flexible WFH Policy- Mental & Physical Wellness programs- Phone and Internet Reimbursement program- Access to Continued Career Development- Comprehensive Benefits and Competitive PackagesPaid 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.- #LI-SZ1- #LI-REMOTEManagement Level:9 Individual Contributor
