Staff Backline Engineer

Business Area:

Support

Seniority Level:

Mid-Senior level

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.

Cloudera is looking for a Staff Backline Engineer who will provide expert level technical troubleshooting to resolve complex customer issues and technical escalations. This person will be part of the Cloudera Support organization delivering best-in-class technical support to our elite global customers. The team consists of top-notch engineers, open-source contributors and committers with subject matter experts in various Cloudera product components to provide expert-level diagnostic analysis and deliver solutions to complex problems. 

They will be Responsible for providing advanced level resolutions for complex support issues by working on backline escalations opened by Support Engineers, performing code-level analysis to address performance & scalability issues, deliver break-fix solutions with smart workarounds and creating an overall positive experience for our customers.

As a Staff Backline Engineer, you will:

• Develop and operationalize team processes for solving technical issues 

• Locate and direct resolutions for critical issues related to hardware and software interface

• Propose new methodologies / tools and participate in the implementation of efficiency improvement processes and tools.

• Collaborate with Support SMEs and Engineering on approaches to enhancing product quality and supportability 

• Engage engineering as necessary to resolve product development-related issues and contributes to those solutions

• Advocate for the customer through action by educating, or referencing public material enabling customer enlightenment

• Identify opportunities to improve customer and support experience for responsible components and works with key stakeholders in Support, Engineering, Product and knowledge teams to execute 

• Facilitate and drive cross-functional collaboration

We’re excited about you if you have:

• 5+ years of experience in development or sustaining projects.

• Hands-on experience in Java and thorough understanding in JVM internals, debugging, performance and monitoring tools

• Familiarity with source code management tools such as GIT, Maven etc;

• Working experience in Hadoop, SQL, NoSQL database experience.

• Good understanding of Linux Operating System, Networking, and environmental issues.

• Effective communication and collaboration skills.

• Good analytical and problem-solving skills.

• Bachelors or Masters Degree in Computer Science or equivalent

You may also have:

• Working experience in Hadoop distributions such as CDP, CDH, HDP, etc

• Big Data / NoSQL / distributed database experience is a plus.

• Familiarity with other programming languages such as python, scala, etc;

What you can expect from us:

• 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

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.

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