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As a Technical Support Engineer, you will
provide support to our customers for diagnosing, reproducing, and fixing
Hadoop related issues. You will troubleshoot the Hortonworks Data Platform in
multiple types of environments and take ownership of problem isolation and
resolution, and bug reporting. To be successful in this role, you must be a
motivated self-starter, be committed to ongoing self-education, possess
strong customer service skills and have excellent technical problem solving
skills.
Essential Functions
- Resolve customer
problems via telephone, email or remote access
- Maintain customer
loyalty through integrity and accountability
- Research customer
issues in a timely manner and follow up directly with the customer with
recommendations and action plans
- Escalate cases to
management when customer satisfaction comes into question
- Escalate cases to the
engineering team when the problem is beyond the scope of technical
support or falls out of the support team’s expertise
- Maintain control and
management of the overall resolution for any escalated case, even when
cross-functional groups are involved
- Leverage internal
technical expertise, including development engineers, knowledge base,
and other internal tools to provide the most effective solutions to
customer issues
- Create knowledge base
content to capture new learning for re-use throughout the company and
user base
- Participate in
technical communications within the team to share best practices and
learn about new technologies and other ecosystem applications
- Participate in the
on-call rotation with other Technical Support Engineers
- Actively participate
in the Hadoop community to assist with generic support issues
- Learn as much about
Hadoop as you can!
Job Requirements
- 2-8 years of
enterprise software support experience
- A strong and
enthusiastic commitment to resolving customer problems in a high quality
and timely manner
- Support/troubleshooting
experience in one or more of the following areas:
o Networking, Hadoop core, HBase, HIVE
o Linux and or Unix environments
o Scripting at the command line level for Linux
o Enterprise storage, databases or high-end server
solutions
o Virtualized environments such as ESX, Xen, KVM, or
AWS and EC2
o NAS and/or SAN
- Ability to compile and
install Linux applications from source
- Distributed file
system exp
- Bachelor's degree in
Computer Science or Engineering
- Enthusiastic about Big
Data and the Hadoop ecosystem.
- Good written and
verbal communication skills with a strong aptitude for learning new
technologies and understanding how to utilize them in a customer facing
environment
- Excellent
interpersonal skills with the ability to maintain and be in control of
customers under all circumstances.
- Grace under pressure -
must be able to deal with difficult customer situations with
professionalism
- High energy, high
integrity, modest demeanor with customers a must
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