Job Description :
As a Senior Premier Support Engineer, you’ll be deployed on the client site and closely working with the client. For the successful CDP / HDP / CDH adoption, stable data platform and minimize the impact of issues on mission critical deliveries, following is expected :
You’ll ensure that reported issues are resolved in time. While the issues are handled by Support Team, you’ll be responsible to provide technical consultation regarding the issue, get the holistic analysis of the issue based on the FMEA / W5 model and share the derivations with Client.
Being pro-active is the key. You are expected to work on prevention of the issues and help develop / influence prevention methodologies.
You’ll be engaging with Solution Engineering, Sales team, R&D, Product Management, Frontline support and management, Sustenance Engineering, Customer advocate team and other stakeholders to ensure that customer get the best possible answer, resolution and advocacy.
You will make proposals about initiative, POCs, Upgrade, deployment, process excellencies like Job on-boarding, best practices and share with stakeholders at client’s end.
You should be open to take part in resolving issues, exploring new products and conduct POCs, deliver knowledge sessions to our customers or conduct hands on workshops to ensure to ensure they understand the product functionalities better, awareness sessions etc.
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 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.
Active coordination across third party support relationships on behalf of the customer.
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
On-site support during critical phases of Hadoop deployments, such as initial production rollout, to troubleshoot issues and minimize downtime (up to 10 on-site days per year)
Remote planning assistance for critical milestones including upgrade planning and for making the best use of new product capabilities.
Maintain customer dashboard with relevant product and support metrics
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
Hadoop knowledge and skills are must
Posted 12 Days Ago