Job Description
At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.
This role is not eligible for immigration sponsorship or relocation.
Business Area
Support
Seniority Level
Mid‑Senior level
Responsibilities
Manage partners with Level 1 and/or Level 2 obligations to ensure end customer experience meets Cloudera’s standards of excellence.
Ensure partners are enabled to provide support via training, tooling, best practices, etc.
Regularly review the partner support deliverables for Cloudera’s partner ecosystem.
Monitor Service Level Agreements and other key performance indicators (KPI).
Drive regular weekly/monthly/quarterly reporting of partner support performance on contractual obligations and KPIs.
Run quality checks to ensure that partner support cases are handled with a high technical aptitude commensurate with defined L1/L2/L3 contractual obligations.
Coordinate, communicate, and lead cross‑functional efforts around escalations and engineering needs for the partner ecosystem.
Contribute to partner support contract improvements as driven by Cloudera’s support benchmarks.
Set standards for engagement between partner support and Cloudera.
Act as a liaison between the partner’s support organization and Cloudera support.
Perform data analysis and present the results to senior leadership across multiple business units.
Drive ongoing strategic interlock to ensure alignment on short‑term and long‑term priorities and measurable business outcomes.
Qualifications – Required Experience
2+ years of Support Management or Sustaining Engineering Management.
Bsc/Msc in a related field or equivalent experience.
Strong analytical skills regarding technical and project management.
Excellent written and verbal communication, presentation, and interpersonal skills, including the ability to interact with all levels of personnel from front‑line to C‑level executives.
Experience working with cross‑functional/cross‑department teams.
Experience in project management is preferred.
Self‑starter with strong organizational skills and resolution management.
Excellent attention to detail with the ability to manage competing demands.
Preferred Experience
Experience with Cloudera products.
Experience with BI tools such as Tableau, Informatica, Platform, or Microstrategy.
Experience working with channel partners, system integrators, and third‑party developers to deliver high‑impact solutions.
Previous experience with on‑premise, hybrid, and multi‑cloud infrastructures.
Strong background in program management, enterprise‑level support, strategy development, and customer advocacy.
Previous support account management experience preferred.
4+ years of Unix environment experience (Red Hat Linux) including shell scripting.
2+ years of software development experience in C++, Java, or 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 large‑scale compute/storage systems.
Benefits
Generous PTO policy.
Support work‑life balance with unplugged days.
Flexible WFH policy.
Mental & physical wellness programs.
Phone and internet reimbursement program.
Access to continued career development.
Comprehensive benefits and competitive packages.
Paid volunteer time.
Employee resource groups.
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