Responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers

Contributions to Hadoop-Common, YARN, and Oozie projects through patches and documentation improvements.

- Applies technical expertise to standard to moderately complex systems level customer issues. - Collaborates with EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. - Identifies and provides resolutions to an assortment of technical problems.- Provides validated technical information, support process instructions and special support requirements to the customer base. - Identifies, records and proactively revises current procedures and tools to improve customer satisfaction. - Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. - Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. - Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, to Customers. - Contributes to centralized problem identification and resolution database.- Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.- Provides documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.

Troubleshoot and resolve technical problems for Data Domain customers in a centralized call center environment. Develop and maintains good working relationships with the established customer base in line with company values and expected behaviors. Duties include but are not limited to: 1. Troubleshoot, manage and resolve customer problems related to the Data Domain product family.2. Assume ownership of customer problems and work with Development Engineering as required to drive problem resolution. 3. Develop an in-depth understanding of customer environments and requirements as it applies to customer backup applications and operations. 4. Troubleshoot configuration and performance issues for NAS, SAN and SAN fabrics. 5. Participates in some Unix and Windows system administration including configuring NAS and SAN storage and tape devices. 6. Work with 3rd party service providers in the process of analyzing and resolving customer issues. 7. Do problem replication and diagnosis for problems of a long duration as defined by team practices. 8. Do on-site problem isolation as required, (some travel required). 9. Participate in the 24x7 On-call rotation.

* Troubleshoot, manage and resolve customer problems related to the Data Domain product family. * Assume ownership of customer problems and work with Development Engineering as required to drive problem resolution. * Develop an in-depth understanding of customer environments and requirements as it applies to customer backup applications and operations. * Troubleshoot configuration and performance issues for NAS, SAN and SAN fabrics. * Unix and Windows system administration including configuring NAS and SAN storage and tape devices. * Collaboration with 3rd party service providers in the process of analyzing and resolving customer issues. * Problem replication and diagnosis for problems of a long duration as defined by team practices. * On-site problem isolation. * Installation, configuration, analysis and troubleshooting of Microsoft Windows Server, Active Directory, and Unix variants (i.e. Red Hat and Solaris, etc.)

• Participates in design of call monitoring formats and quality standards• Reconciles call monitoring scores and provides trend data to site management team• Uses quality monitoring data management system to compile and track performance at team and individual level• Participates in customer and client listening programs to identify customer needs and expectations• Provides actionable data to various internal support groups as needed• Coordinates and facilitates call calibration sessions for call center staff • Provides feedback to call center team leaders and managers• Prepares and analyzes internal and external quality reports for management staff review o Document specific notes while observing each call to demonstrate intimate knowledge of the call o Recognize compliance or non-compliance with applicable policies and procedures o Maintain internal quality calibration levels at required variance

- Ensure that all policies, metrics, procedures, and schedules are being maintained- Monitor daily, weekly and monthly performance results in regards to quality, productivity, turnover and any other agreed metrics- Interface and develop effective relationships withrepresentatives from other departments that affect the success of the Contact Center- Provide suggestions and solutions based on best practice and industry standards that will improve the service level to customers- Maintain HR personnel files and employee records- Initiate incentive programs and team-building activities.- Conduct and/or participate in Customer/Webview Demos- Participates in design of call monitoring formats and quality standards- Uses quality monitoring data management system to compile and track performance at site, team, and individual level- Prepares and analyzes internal and external quality reports for management staff review