Job Description

Business Area: Support

:

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\xe2\x80\x99s 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.

Roles & Responsibilities:

Team Leadership & Management:

Lead, motivate & empower a team of technical support engineers.

Set performance goals, conduct regular evaluations, provide constructive feedback and work on career development.

Foster a collaborative environment that encourages teamwork.

Lead the team during high-pressure situations and critical incidents, ensuring swift resolution and effective communication to stakeholders.

Prepare regular reports and dashboards on team performance and customer satisfaction

Customer Engagement:

Monitor support ticket queues, and maintain SLA & Time to Response goals.

Maintain a high level of customer satisfaction by driving improvement and educating customers as needed.

Communicate effectively with customers to understand their technical issues, provide updates on issue resolution, and gather feedback.

Ensure effective resolution of customer issues through proper escalation & prioritization.

Collaborate with account management teams to address customer concerns and ensure a seamless support experience.

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Process & Product Optimization:

Continuously review and refine technical support processes to enhance efficiency and effectiveness, by identifying opportunities to streamline customer operations.

Collaborate with other teams (e.g., Product, Engineering) to provide feedback for product improvements based on customer feedback.

Stay current with industry trends, technologies, and best practices to ensure the team\'s knowledge is up to date and also to have effective communication with the customers.

We\xe2\x80\x99re excited about you if you have:

Exceptional communication and interpersonal skills, with the ability to interact with both technical and non-technical stakeholders.

\xe2\x80\x98Service bone\xe2\x80\x99 - want to help customers so much it hurts.

Excellent problem-solving and analytical abilities, helping you understand caseload trends.

Experience in driving data-driven improvements.

Strong leadership and team management skills, with a focus on coaching and development.

3+ years of Support Management or Sustaining Engineering Management, with progressively increasing responsibilities.

Strong understanding of Linux, Shell Scripting, RDBMS concepts & Networking fundamentals.

Familiarity with customer support software, ticketing systems, and tools.

Ability to work in fast-faced and highly dynamic environments.

Zeal to be prepared to respond to urgent matters on short notice, ensuring timely resolutions, sometimes maintaining availability during night and weekend shifts to address critical technical issues as they arise.

Certification in relevant technology is a plus.

You may also have:

Experience with Hadoop

Experience with Cloudera products

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

What you can expect from us:

Generous PTO Policy

Support work life balance with

Flexible WFH Policy

Mental & Physical Wellness programs

Phone/Internet Reimbursement program

Access to Continued Career Development

Comprehensive Benefits

Competitive Packages

Paid Time

Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Management Level: 7 Manager

Cloudera