Frontline Support Manager
San Jose, Costa Rica
hace 2 días

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 team

Monitor Service Level Agreements and Time to First Response goals and report issues as they arise

Ensure that customer cases are handled with the highest technical aptitude and customer service tone

Triage, diagnose, and escalate customer inquiries during their engineering and operations efforts

Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customer

Investigate product related issues trends that may arise

Study and understand critical system components and large cluster operations

Differentiate between issues that arise in operations, user code, third party libraries or product

Coordinate enhancement and feature requests with product management and Cloudera engineering

Manage the day-to-day interactions with your customers and your team

Lead, staff, and mentor a team of technical professionals to include setting personal growth initiatives

Qualifications :

Must have a valid passport and be able to travel globally when needed

2+ years of Support Management or Sustaining Engineering Management

4+ years of Unix environment experience (Red Hat Linux) including shell scripting

2+ years software development experience in C++ or Java and Python

Network monitoring and application instrumentation experience

System performance debugging and kernel forensics experience

Strong 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 SQL

Provisioning and operating a large-scale compute / storage systems

Excellent communication skills

US Citizen or Green Card

Manager - always on call - some night / weekend shifts and sometimes at short notice

Service bone’ - want to help customers so much it hurts

Strong analytical skills helping you understand caseload trends

Preferred Qualifications :

Experience with Hadoop

Experience with Cloudera products

Experience with BI tools such as Tableau, Informatica, Platform or Microstrategy

  • Posted Today
  • 210790
  • Reportar esta oferta

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación