Senior Customer Operations Engineer

ID 2104329
Buscado Inicia sesión para ver empresa
2020-02-19 15:04:15
Ubicación Santiago
Categoría Informática / Telecomunicaciones
A convenir
Duración Indefinido
Tipo Full-time
El anuncio ha sido visto: 869 veces
Interesados: 11

Descripción oferta de trabajo

más de 30 dias A convenir Full-time

When applying to the position, please make sure you UPLOAD ENGLISH VERSION of your Resumee / CV.

Job Description:
We (the Customer Operations Engineer team) are looking for an individual who has a passion for making customers successful.

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.
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 escalate customer inquiries when applicable during their engineering and operations efforts
Collaborate and share solutions with both customers and Clouderans
Investigate product related issues both for particular customers and for common 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
Participate in occasional weekend on-call roster for critical support needs
Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translates to building long term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites

In this position, you should have…

Excellent communication skills in English (written and verbal)

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
A tenacity to bring calm and order to the often stressful situations of customer cases
A mental capability to multi-task across many customer situations simultaneously
Bachelor degree in Computer Science or Engineering or equivalent experience. Master’s degree is a plus
4+ years of Unix environment experience (in example, Red Hat Linux) for some positions
Strong troubleshooting skills (in example, TCP/IP, DNS, File system, Load balancing, database, Java)
Strong knowledge of RDBMS concepts and SQL for some positions
Prior enterprise support experience in a technical environment strongly preferred

Las Condes, Santiago, Chile.

When applying to the position, please make sure you upload an English version of your Resumee / CV.

Informática / Telecomunicaciones Santiago and the for


El anuncio ha sido visto: 869 veces
Interesados: 11
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