Customer Operations Engineer Manager Job Description Template
Our company is looking for a Customer Operations Engineer Manager to join our team.
Responsibilities:
- Coordinate enhancement and feature requests with product management and Cloudera engineering;
- Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customer;
- Triage, diagnose, and escalate customer inquiries during their engineering and operations efforts;
- Ensure that customer cases are handled with the highest technical aptitude and customer service tone;
- Study and understand critical system components and large cluster operations;
- Lead, staff, and mentor a team of technical professionals to include setting personal growth initiatives;
- Manage the day-to-day interactions with your customers and your team;
- Differentiate between issues that arise in operations, user code, third party libraries or product;
- Investigate product related issues trends that may arise;
- Monitor Service Level Agreements and Time to First Response goals and report issues as they arise;
- Drive the delivery of a world-class customer support team.
Requirements:
- System performance debugging and kernel forensics experience;
- ‘Service bone’ – want to help customers so much it hurts;
- Provisioning and operating a large-scale compute/storage systems;
- Network monitoring and application instrumentation experience;
- Manager – always on call – some night/weekend shifts and sometimes at short notice;
- Strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc);
- Strong analytical skills helping you understand caseload trends;
- 2+ years of Support Management or Sustaining Engineering Management;
- Experience with BI tools such as Tableau, Informatica, Platform or Microstrategy;
- Must have a valid passport and be able to travel globally when needed;
- 2+ years software development experience in C++ or Java and Python;
- 4+ years of Unix environment experience (Red Hat Linux) including shell scripting;
- Strong knowledge of RDBMS concepts and SQL;
- Experience with Hadoop;
- Experience with Cloudera products.