Job Description

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Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI. If the idea of making data and analytics easy and accessible for everyone excites you, we want you on our team! Cloudera seeks a proactive, collaborative, curious, and customer-oriented Technical Support Engineer to join our Frontline Support organization. The person will be responsible for understanding customer issues and providing support with empathy and a sense of urgency following our tried and tested Cloudera Diagnostic Methodology. Customer Operations Engineers develop solid business, interpersonal, and technical skills in our open and collaborative environment to deliver the highest quality services to our valued customers.

What you will do:

Providing remote technical support on break-fix issues and operational guidance for our internal and external customers through cases via Zoom, phone, and case updates.

Practicing active listening to identify and understand customer issues at hand and current business impact, driving resolution with a sense of urgency.

Learning new technology and soft skill sets.

Working cross-functionally with internal Engineering Teams and Account Teams to ensure speedy time to resolution exceeding our Service Level Agreement.

Setting and influencing customer expectations clearly and concisely with a friendly and collaborative disposition to achieve the highest customer satisfaction.

Providing proactive support through the authoring of Knowledge Base articles and Community posts.

Participate in occasional weekend and holiday on-call roster.

What you will need to be successful:

Technical Support and troubleshooting knowledge are preferred.

Understanding of basic Linux, DataBase, or programming concepts preferred.

Business-level English communication skills are preferred.

All candidates demonstrate the desire to learn, grow, and challenge continuously. They are comfortable and confident in dealing directly with customers, sales teams, and Engineers. The successful candidate will work both independently and collaboratively with a talented team of professionals.

At Cloudera, we are passionate about creating a stimulating, supportive work environment for you. You'll be hard-pressed to find a more positive and passionate work environment than Cloudera. Flexible work from anywhere policy, generous time-off policies including paid medical disability and child bonding leaves, volunteer time off policies, tuition reimbursement, social gatherings, Employee Resource Groups, and discount programs are just a few things that make working at Cloudera so great. We are building a company for the long term. The way we behave today, and the values that underlie our actions, are fundamental to that long-term success. According to our Core Values, we recognize and reward those who strive for equality, are committed, act with integrity, and take risks. Cloudera reflects the diversity of our communities and fosters an environment where everyone feels we can be our true selves. Cloudera also hosts Cloudera Cares with the broad goal of empowering our employees to make a difference in the local and global communities.

Cloudera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.