Job Description : Cloudera is looking for a Support Manager who has a passion for making customers successful. You will lead a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers.
Strong communication, customer handling skills, and experience are critical for success in this role.At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company?
s mission. We are looking for smart people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day.
Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.Responsibilities : Drive the delivery of a world-class customer support teamMonitor Service Level Agreements and Time to First Response goals and report issues as they ariseEnsure that customer cases are handled with the highest technical aptitude and customer service toneTriage, diagnose, and escalate customer inquiries during their engineering and operations effortsCoordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customerInvestigate product related issues trends that may ariseStudy and understand critical system components and large cluster operationsDifferentiate between issues that arise in operations, user code, third party libraries or productCoordinate enhancement and feature requests with product management and Cloudera engineeringManage the day-to-day interactions with your customers and your teamLead, staff, and mentor a team of technical professionals to include setting personal growth initiativesQualifications : Must have a valid passport and be able to travel globally when needed2+ years of Support Management or Sustaining Engineering Management4+ years of Unix environment experience (Red Hat Linux) including shell scripting2+ years software development experience in C++ or Java and PythonNetwork monitoring and application instrumentation experienceSystem performance debugging and kernel forensics experienceStrong troubleshooting and performance tuning skills (TCP / IP, DNS, File system, Load balancing, etc)Knowledge of file system, kernel and database internals ?
latency, throughput, reliability, availability, consistency, security, etc.Strong knowledge of RDBMS concepts and SQLProvisioning and operating a large-scale compute / storage systemsExcellent communication skillsUS Citizen or Green CardManager - always on call - some night / weekend shifts and sometimes at short notice?
Service bone? - want to help customers so much it hurtsStrong analytical skills helping you understand caseload trendsPreferred Qualifications : Experience with HadoopExperience with Cloudera productsExperience with BI tools such as Tableau, Informatica, Platform or Microstrategy