Customer Operations Engineer Job in Bengaluru at Cloudera

Cloudera is hiring for the role of Customer Operations Engineer!

Responsibilities of the Candidate:

• Providing remote technical support on break-fix issues and operational guidance for our internal and external customers through cases via Zoom, phone, and case updates.
• Practicing active listening to identify and understand customer issues at hand and current business impact, driving resolution with a sense of urgency.
• Learning new technology and soft skill sets.
• Collaborate with cross-functional teams, including engineering, product management, and quality assurance, to escalate and resolve complex technical issues.
• Setting and influencing customer expectations clearly and concisely with a friendly and collaborative disposition to achieve the highest customer satisfaction.
• Providing proactive support through the authoring of Knowledge Base articles and Community posts.
• Documenting and tracking customer interactions, issues, and resolutions using our support ticketing system.
• Participating in occasional weekend and holiday on-call roster.

Requirements:

• Strong technical aptitude and problem-solving skills, with the ability to diagnose and troubleshoot complex technical issues.
• Proven experience as a Technical Support Engineer or similar role, preferably in a software or technology company.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical customers.
• Customer-focused mindset with a dedication to delivering exceptional service.
• Experience with support ticketing systems.
• Willingness to continuously learn and stay updated on new technologies and industry trends.
• Familiarity with operating systems (Windows, Linux, macOS) and networking concepts.
• Strong understanding of Linux, DataBase, or programming concepts.
• Hadoop stack knowledge - HDFS, Hive, Impala - is a plus.