Staff Escalation Resolution Engineer - Remote

Overview

The Staff Escalation Resolution Engineer (ERE) at Cloudera plays a crucial role in resolving complex engineering escalations related to storage components, ensuring customer satisfaction and efficiency in support operations.

In Short

• Act as the primary point of contact for Storage-related engineering escalations.
• Debug and troubleshoot complex issues across various storage technologies.
• Work closely with Support teams to enhance case resolution efficiency.
• Identify recurring case patterns and conduct enablement sessions.
• Contribute to the Apache open-source project by reporting defects.
• Conduct training sessions for Support engineers.
• Identify product enhancement opportunities to reduce issues.
• Provide business hours coverage with weekend rotation for critical escalations.
• Engage with customers on technical topics and provide clear updates.
• Enjoy troubleshooting complex distributed systems.

Requirements

• Hands-on experience with HDFS, HBase, Ozone, or similar technologies.
• Strong debugging and troubleshooting skills in distributed systems.
• Experience in log analysis and root cause analysis (RCA).
• Good interpersonal and communication skills.
• Ability to engage with customers effectively.
• Understanding of advanced algorithms and data structures.
• Experience with Java or C++ programming.
• Prior experience in Support Engineering or related fields is a plus.
• Knowledge of distributed storage internals is beneficial.

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.