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19 May 2011

Director Customer Solutions /Technical Support Palo Alto Jobs in USA

Cloudera based in Palo Alto is a fast growing provider of open source software development product based on Hadoop. Cloudera is a well funded, fast growth private firm, which is growing rapidly. We are the leader in providing Hadoop to enterprise leading firms as well as well known web 2.0 organizations in the market.

Director Customer Solutions /Technical Support (very strong background in customer solutions and enterprise scalable distributed systems)
If you have a passion for customer success and experience supporting global IT organizations, Cloudera is looking for you. We are hiring a Director for our Support Services team. You will join a group of highly skilled engineers and lead our principle support engineers delivering Cloudera's support services. You will be responsible for a team that provides assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communications and troubleshooting skills are critical for success in this role. Your responsibilities will also include managing our support infrastructure, hiring a global support engineer team and improving how we support our customers.

As part of Customer Solutions, our Customer Ops team provides ongoing operational support for some of the largest Hadoop clusters in the world. This role requires laser-like customer focus, superb customer relationship building, very strong background working with enterprise systems, knowledge of running support as a P/L center.

Ensure that critical customer issues are addressed quickly and effectively.
Handle escalations and establish a process for tracking customer related engineering and operations efforts.
Collaborate with engineering on process for investigating product related issues.
Understand critical system components and support requirements for large cluster operations.
Create a process for differentiating between issues that arise in operations, user code, third party libraries or product.
Manage the day to day operations of the Support Services.
Coordinate enhancement and feature requests with product management and Cloudera engineering.
Establish a process for upgrades, patches and maintenance to customer systems.
Gather direct feedback from customers on our products and services.
Measure the effectiveness of our support operations and identify areas for improvement.

5+ years leading a team supporting global IT organizations with a focus on subscription services
5+ years deployment and support experience with a highly-scalable, distributed, multi-node environment (10+ nodes).
Understanding of Grid computing, Map-Reduce, advanced server clustering and distributed programming.
Metrics and data driven decision making.

Pluses Background in file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc.
Familiarity with the issues surrounding data center operations and virtual machine technologies.
Strong knowledge of RDBMS operations and SQL.
Software development experience in C++ or Java and Python.
Network monitoring and application instrumentation experience.

Cloudera is a leader in the innovative technology of Hadoop and growing rapidly. We offer a very competitive salary and valuable stock options in our firm. If you are truly striving to make a difference in technology, take on major challenge, and advance your career, please send your information to herbnj@gmail. com

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