Job Description: Cloudera is looking for a Support Manager who has a passion for making customers successful. You will lead a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communication, customer handling skills, and experience are critical for success in this role.
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 create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.
Responsibilities:
- Drive the delivery of a world-class customer support team
- Monitor Service Level Agreements and Time to First Response goals and report issues as they arise
- Ensure that customer cases are handled with the highest technical aptitude and customer service tone
- Triage, diagnose, and escalate customer inquiries during their engineering and operations efforts
- Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customer
- Investigate product related issues 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
- Manage the day-to-day interactions with your customers and your team
- Lead, staff, and mentor a team of technical professionals to include setting personal growth initiatives
Qualifications:
- Must have a valid passport and be able to travel globally when needed
- 2+ years of Support Management or Sustaining Engineering Management
- 4+ years of Unix environment experience (Red Hat Linux) including shell scripting
- 2+ years software development experience in C++ or Java and Python
- Network monitoring and application instrumentation experience
- System performance debugging and kernel forensics experience
- Strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc)
- Knowledge of file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc.
- Strong knowledge of RDBMS concepts and SQL
- Provisioning and operating a large-scale compute/storage systems
- Excellent communication skills
- US Citizen or Green Card
- Manager - always on call - some night/weekend shifts and sometimes at short notice
- ‘Service bone’ - want to help customers so much it hurts
- Strong analytical skills helping you understand caseload trends
Preferred Qualifications:
- Experience with Hadoop
- Experience with Cloudera products
- Experience with BI tools such as Tableau, Informatica, Platform or Microstrategy
