Job Description

Business Area: Support

:

We (the Customer Operations Engineer team) are looking for an individual who has a passion for making customers successful.

A Day in the Life of Customer Operations Engineer:

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.

When you arrive for your first day, we\xe2\x80\x99ll want you to have:

• Solid skills in troubleshooting to repair failed products or processes on a machine or a system

using a logical, systematic search for the source of a problem in order to solve it, and make the
product or process operational again

• A strong ability to understand the feelings of our customers as we empathize with them on the

issue at hand

• A strong desire to increase your product and technology skillset; increase- your confidence

supporting our products so you can help our customers succeed

In this position you will...

• Provide Support Services to our enterprise customers using our flagship CDP Public Cloud

platform. This may include assistance provided during the engineering and operations of
distributed cloud 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\xe2\x80\x99s

business impact when they experience issues with our products

• Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and collaborating with your team to attend all cases
• Be involved with and work on other support related activities
• Triage, diagnose and escalate customer inquiries when applicable during their engineering and

operations efforts

• Collaborate and share solutions with both customers and Clouderans
• Investigate product related issues both for particular customers and for common 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

• 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

In this position, you should have...

• Experience in Hadoop cluster installation, upgrades, and migrations.
• Experience in installing, upgrading, and administrating K8\xe2\x80\x99s platform such as AKS, EKS, and GKE.
• Proficiency in Public Cloud infrastructure services including compute, storage, networking,

databases, identity, and security with focus on both AWS, and Azure.

• Proficiency in troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing,

database, Java)

• Experience in administering scalable and resilient applications in the cloud.
• Excellent communication skills in English (written and verbal)

• Share your knowledge and expertise through documentation, training sessions, and mentorship to empower other team members.
• Participate in an on-call rotation ensuring that our systems remain reliable for those who

depend on them.

• A positive attitude towards feedback and continual improvement and 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 and mental capability to multi-task across many customer situations simultaneously
• Bachelor degree in Computer Science or Engineering or equivalent experience. Master\xe2\x80\x99s degree is a plus
• Prior enterprise support experience in a technical environment strongly preferred
• Readiness to work APAC/EMEA shifts.

You might also have...

• Experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
• In-depth knowledge of Red Hat IDM server administration.
• Working knowledge of infrastructure as code (Salt, Terraform, etc)
• Proficiency in scripting languages (Bash, PowerShell, Python)
• Any of AWS, Azure, GCP, and CKA/CKS certifications or willing to certify are preferred.

The right person in this role has an opportunity to make a huge impact at Cloudera and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you to apply! An adventure in data awaits.

All employees are required to adhere to all Cloudera employment policies, including without limitation information security policies.

Management Level: 9 Individual Contributor

Cloudera