Sr. Premier Support Engineer

As a Sr Premier 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. 

Requirements:

• Holistic coordination between the customer and other Hortonworks organizations across the full HDP deployment lifecycle.

• Trusted point of contact for technical customer feedback to product management, engineering and sales.

• Regular briefings on Hortonworks Data Platform releases and roadmap.

• Active coordination across third party support relationships on behalf of the customer.

• Coordinate triage and prioritization of customer questions and enterprise support tickets.

• Quarterly business reviews of support activity and recommendations

• Fast-track escalations, identify trends, and develop action plans to mitigate/avoid issues.

• Root cause analysis reports on any Severity 1 incidents including recommendations to improve proactive management of Hadoop deployments

• On-site support during critical phases of Hadoop deployments, such as initial production rollout, to troubleshoot issues and minimize downtime (up to 10 on-site days per year)

• Remote planning assistance for critical milestones including upgrade planning and for making the best use of new product capabilities.

• Maintain customer dashboard with relevant product and support metrics

Qualification:

• Bachelors degree in Computer Science or Computer Engineering

• Open Source experience is a key requirement

• 5 years of technical support experience

• 2 years of enterprise account management

• Demonstrated ability to manage technical projects and processes

• Ability to collaborate and partner with internal teams

• Professional oral, presentation, and written communication skills

• Experience with supporting Java applications running on Linux or Windows

• Ability to quickly learn and pick up new technical concepts

• Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux or Windows environment

• Experience with database or in a big data platform/company a plus

• Hadoop knowledge and skills are must

Job Perks

Health and wellness

• Comprehensive medical, dental, and vision plans
• Life & disability
• On-site gyms at various locations
• Gym reimbursement
• Employee assistance program

Financial

• Competitive Retirement saving plans
• Employee Stock Purchase Program
• Flexible spending accounts
• Equity
• Variable incentive plans
• Commuter checks

Family

• Paid medical disability & child bonding leaves
• Family youth intern program
• Bring Your Child to Work Day
• Bring Your Parents to Work Day

Personal growth

• Volunteer time off policy
• Quarterly team building offsites
• Seminars
• Tuition reimbursement
• Hackathons
• Mentorship of interns

Perks

• Generous time off policies
• Free and catered lunches based on office location
• Casual dress code
• Social gatherings
• Discount programs
• T-shirt enthusiasm

Global

• Global wellness challenges
• Business travel insurance
• Redpoint global crisis management services