Proactive Support Engineer

Cloudera delivers the world’s fastest, easiest, and most secure platform for data management and analytics, built on Apache Hadoop and latest open source technologies.

Cloudera is looking for a Proactive Support Engineer who has a passion for ensuring customer success. You will join a team comprised of a mixture of highly skilled engineers and project managers who are responsible for delivering a successful Cloudera experience throughout the customer lifecycle. Proactive Support partners with customers to engage in resolving known issues and ensuring customers are operating under our technical best practices. Proactive Support Engineers onboard and welcome each new subscription customer, clarifying which Cloudera resources are best able to address each need that arises. The team leverages advanced tooling to proactively alert customers when known technical issues arise with their deployments. Proactive Support Engineers work cross-functionally with Cloudera Field and Engineering resources to understand and strategize to meet customer needs. Given the amount of customer communication and advocacy involved, Proactive Support Engineers require strong communication, organization, and multitasking capabilities, analytical reasoning, general technical aptitude, and an overall ability to seamlessly handle a variety of complex tasks.

* Ensure new subscription customers are onboarded into Cloudera Support effectively with best practices * Engage with customers to resolve technical known issues and institute best practices * Execute ongoing customer health checks via internal support tools * Manage ongoing cluster health review utilizing support system tooling * Provide support case analysis reports to customers and internal Cloudera team members * Ensure customer support details are maintained, including cluster information, license keys, support access, etc. * Coordinate between customers and internal management teams to ensure customer satisfaction with support cases * Creation and analysis of operational reporting for internal and external recipients

* 2+ years of Customer Success or Customer Support focused position * 2+ years within a technical role (Development, Support, Operational Administration) * Understanding of Unix/Linux system administration along with a knowledge of troubleshooting and performance tuning of hardware/software (Java, Networking, OS, Load balancing, etc.) * Strong knowledge of RDBMS concepts and data management concepts * Provisioning and operating a large-scale compute/storage systems * Excellent communication and presentation skills * Experience with reporting systems/tools **Pluses:** * 4+ years of Unix administration and/or software development (C++, Java, Python) * 4+ years of Customer engagement or Customer support focused position * Understanding of Grid computing, Map-Reduce, advanced server clustering and distributed programming * Knowledge of file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc. * Business Intelligence reporting and analysis (Tableau, SalesForce.com) * Familiarity with virtual machine technologies * Working knowledge of distributed file systems * Experience presenting technical concepts to executive management