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Scope of Role and Key Responsibilities :
Respond to customer inquiries and support requests through various channels, such as ticketing systems, email, and phone.- Troubleshoot, diagnose, and resolve technical issues related to Cloudera products, including software installation, configuration, and performance issues.
- Collaborate with other technical teams within Cloudera to identify and escalate critical customer issues for further investigation and resolution.
- Develop and maintain a deep understanding of Cloudera products, services, and associated technologies to ensure accurate and timely support.
- Contribute to the creation and maintenance of internal knowledge bases, technical documentation, and support processes to improve overall team efficiency and customer satisfaction.
- Participate in the reproduction of customer issues and perform root cause analysis to identify potential product defects or improvement areas.
- Monitor and report on customer support trends and issues to identify recurring problems and potential product enhancements.
- Deliver excellent customer service, ensuring that customers are well-informed, satisfied, and confident in the support provided.
- Provide on-call support
Knowledge and Skills:
Proficient understanding of Cloudera products and services, including Cloudera Data Platform (CDP), Cloudera Manager, and Cloudera Hadoop.- Strong knowledge of big data technologies such as Hadoop, Spark, Hive, and Kafka.
- Familiarity with cloud platforms (AWS, Azure, GCP) and their services related to big data and analytics.
- Understanding of data warehousing, data lake, and data analytics concepts.
- Knowledge of Linux operating systems and administration.
- Strong foundation in networking concepts, including TCP/IP, DNS, and load balancing.
- Understanding of security best practices and their application to big data environments.
- Familiarity with scripting languages such as Python, Bash, or Ruby.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills.
- Ability to work independently and in a team environment.
- Capacity to learn and adapt to new technologies and processes quickly.
- Proficient in managing multiple tasks and prioritizing customer support requests.
- Effective time management and organizational skills.
- Ability to work under pressure and handle critical customer situations calmly and professionally.
- Strong customer service and interpersonal skills.
- Willingness to work flexible hours, including on-call support, if required.
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