Customer Operations Engineer
San Jose, Costa Rica
hace 11 horas

Job Description : A Day in the Life

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.

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