Job Description: We (the Customer Operations Engineer team) are looking for an individual who has a passion for making customers successful.
A Day in the Life
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’ll 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 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.
- Manage day-to-day interactions with our customers with clear and honest expectation setting, friendly and collaborative disposition, aiming for the complete satisfaction of each customer
- Demonstrate the ability to actively listen to customers and show empathy to the customer’s 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 assigning cases to COEs
- Be involved with and work on other support related activities
- Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts
- Provide technical support via our web cases, community, and phone
- Investigate product related issues both for individual customers and for common trends that may arise
- Be a liaison between our Sr. Level customer operations engineers
- Participate in occasional weekend on-call roster for critical support needs
- Identify requirements for additional focused services engagements
- Direct customer feature requests to product management and Cloudera engineering
- Guide customers on the best practices of upgrades, patches and maintenance
In this position, you should 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
- At least 1-3 years of technical support experience preferred
- Linux experience and/or understanding of basic concepts
- Bachelor degree in Computer Science or Engineering or equivalent experience. Master's degree is a plus.
- Excellent communication skills in English (written and verbal)
- Strong problem-solving and analytical skills
- Solid attention to detail
- Demonstrable troubleshooting skills
- Strong customer service skills and empathy for the customer experience with our products
- Must be a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help, yet independent enough to find existing knowledge too
You might also have…
- Strong understanding of software development concepts in C++, Java, or Python
- On-the-job experience troubleshooting enterprise customer issues
- Understanding of networking, distributed systems, and Linux operating system concepts
- Knowledge of relational database management systems (RDBMS), SQL and database concepts
- LPIC-1, RHCSA, or equivalent linux administration certification
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 apply! An adventure in data awaits.
