As a Sr. Premier Support Engineer, you'll be closely working with the client for the successful CDP/HDP/CDH adoption. This role is responsible for support delivery, providing technical support to Cloudera customers by resolving complex technical customer issues on CDH and HDP platforms.
The PSE not only responds to client support cases but also provides proactive and preventative guidance to improve the stability and performance of the platform. PSEs closely collaborate with account teams, engineering, and SE teams in order to provide high-quality support to our Premier customers.
PSE s will serve as deep technical advisors to customers and deliver unique value by supporting and increasing the consumption and productivity of acquired and/or deployed Hadoop technologies. In this role, you will draw upon all resources at Cloudera to advise and consult on the use of CDH and HDP technologies.
PSEs act as the primary technical contact, providing advisory services and advanced technical troubleshooting and problem resolution, including issues raised to the highest levels of management.
PSEs may engage technology decision-makers striving to understand customer challenges and creatively achieve their objectives. They may manage escalated issues by setting customer expectations, devising and implementing action plans, being available, and professionally communicating to all parties involved.
As a PSE, you'll ensure that reported issues are resolved in time and within published service delivery SLA. While the cases may be shared with other PSE or Support Team, you'll be responsible to provide technical guidance and status reports regarding the issues and cases, get the holistic analysis of the issue, and share the derivations with the Client. Being proactive is the mindset; you are expected to work on the prevention of the issues and help develop or influence prevention methodologies. You'll be engaging with Solution Engineering, Account team, Product Management, Frontline support and management, Sustenance (Back Line Support) Engineering, Customer advocate team, and other stakeholders to ensure our customer gets the best possible answer, resolution, and advocacy. You will make proposals about the initiative, upgrade, deployment, process excellencies like Job onboarding, best practices, and share with stakeholders at client send. You should be actively taking part in resolving issues, exploring new products, and conducting internal POCs as research. Present Quarterly Technical Review to the client. Familiar with the escalation process and ensure that you are expected to be familiar with processes like bug management, Hotfix delivery, Support, etc.
To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills, and have excellent technical problem-solving skills.
Holistic coordination between the customer and other Cloudera organizations across the full HDP/CDH/CDP deployment lifecycle.
Trusted point of contact for technical customer feedback to product management, engineering, and sales.
Regular briefings on Cloudera Data Platform releases and roadmap in alignment with AE and SE.
Coordinate triage and prioritization of customer questions and enterprise support tickets.
Quarterly business reviews of support activity and recommendations
Fast-track escalations, identify trends and develop action plans to mitigate/avoid issues.
Root cause analysis reports on any Severity 1 incidents including recommendations to improve proactive management of Hadoop deployments
Assist with planning assistance for critical milestones including upgrade planning and for making the best use of new product capabilities.
Bachelor s degree in computer science or Computer Engineering
Open Source experience is a key requirement
5 years of technical support experience
2 years of enterprise account management (interaction with the end client on strategic deliveries)
Demonstrated ability to manage technical projects and processes
Ability to collaborate and partner with internal teams
Professional oral, presentation, and written communication skills
Experience with supporting Java applications running on Linux or Windows
Ability to quickly learn and pick up new technical concepts
Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment
Experience with database or in a big data platform/company a plus