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.As a Staff Premier Support Engineer, you play a vital role in ensuring the success of CDP/HDP/CDH and cloud adoption with customers.Your primary focus is delivering top-tier technical support for Cloudera customers, handling complex issues, and proactively enhancing platform stability and performance.As a Staff Premier Support Engineer you will: Holistic coordination between the customer and other Cloudera organizations across the full CDP and Cloud deployment lifecycleTrusted point of contact for technical customer feedback to Product Management, Engineering and SalesRegular briefings on Cloudera Data Platform releases and roadmap in alignment with AE and SECoordinate triage and prioritization of customer questions and enterprise support ticketsQuarterly business reviews of support activity and recommendationsFast-track escalations, identify trends, and develop action plans to mitigate/avoid issuesRoot cause analysis reports including recommendations to improve proactive management of Hadoop deploymentsAssist with planning assistance for critical milestones including upgrade planning and for making the best use of new product capabilitiesWe're excited about you if you have: Bachelor's Degree in Computer Science or Computer Engineering, or equivalent experienceOpen Source experience is a key requirement5 years of technical support experience2 years of enterprise account management (interaction with the end client on strategic deliveries)Demonstrated ability to manage technical projects and processesAbility to collaborate and partner with internal teamsProfessional oral, presentation, and written communication skillsExperience with supporting Java applications running on Linux or WindowsAbility to quickly learn and pick up new technical conceptsStrong knowledge of networking concepts (TCP/IP, DNS, etc.)and ability to troubleshoot complex networking issues in a Linux or Windows environmentHadoop knowledge and skills are mustYou may also have: Experience with database or in a big data platform/company a plusWhat you can expect from us: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
