Business Area:

Support

Seniority Level:

Mid-Senior level

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Cloudera is looking for a Technical Partner Support Manager who has a passion for making partners successful. You will play a vital role in helping manage strategic partner relationships, work to deliver best in class recommendations that are aligned to both Cloudera and our partner’s business objectives. The individual will work to ensure that strategic client integrations are functioning optimally. In coordination with Partner Program Management, Customer Support, Channels & Alliances and Engineering organizations, you will work to foster the relationship with our partner ecosystem and play a key primary role in delivering supplemental operational business reviews, documentation for issue root cause analysis, partner analysis, and facilitating support for critical incidents.

You will work alongside a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communication, customer handling skills, and experience working with Partners across multiple industries is critical for success in this role.

At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.

This role is not eligible for immigration sponsorship or relocation.

As the Technical Partner Support Manager you will:

• Manage partners with Level 1 and/or Level 2 obligations to ensure our end customer’s experience meets Cloudera’s standards of excellence

• Ensure partners are enabled to provide support via training, tooling, best practices, etc.

• Regularly review the partner support deliverables for Cloudera’s partner ecosystem

• Monitor Service Level Agreements and other key performance indicators (KPI)

• Drive regular weekly/monthly/quarterly reporting of partner support performance on contractual obligations and KPIs

• Run quality checks to ensure that partner support cases are handled with a high technical aptitude commensurate with defined L1/L2/L3 contractual obligations

• Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for the partner ecosystem

• Contribute to partner support contract improvements as driven by Cloudera’s support benchmarks

• Set standards for engagement between partner support and Cloudera

• Set standards for engagement and act as a liaison between the partner’s support organization and Cloudera support

• Perform data analysis and present the results to Sr. Leadership across multiple business units

• Drive ongoing strategic interlock to ensure alignment on short-term and long-term priorities and measurable business outcomes

We’re excited about you if you have (Required Experience):

• 2+ years of Support Management or Sustaining Engineering Management

• Bsc/Msc in related field or equivalent experience

• Strong analytical skills regarding technical and project management

• Excellent written and verbal communication, presentation, and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from front-line to C-level executives

• Experience in working with cross-functional/cross-department teams

• Experience in project management is preferred

• A self-starter with strong organizational skills and resolution management

• Excellent attention to detail with the ability to manage competing demands

You may also have:

• Experience with Cloudera products

• Experience with BI tools such as Tableau, Informatica, Platform or Microstrategy

• Experience working with Channel partners, system integrators and third-party developers to deliver high-impact solutions

• Previous experience with on-premise, hybrid, and multi-cloud infrastructures

• Strong background in program management, enterprise-level support, strategy development and customer advocacy

• Previous Support Account Management experience preferred

• 4 + years of Unix environment experience (Red Hat Linux) including shell scripting

• 2+ years software software development experience in C++ or Java and Python

• Network monitoring and application instrumentation experience

• System performance debugging and kernel forensics experience

• Strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc.)

• Knowledge of file system, kernel and database internals - latency, throughput, reliability, availability, consistency, security, etc.

• Strong knowledge of RDBMS concepts and SQL

• Provisioning and operating a large-scale compute/storage systems

What you can expect from us:

• Generous PTO Policy

• Support work life balance with Unplugged Days

• Flexible WFH Policy

• Mental & Physical Wellness programs

• Phone and Internet Reimbursement program

• Access to Continued Career Development

• Comprehensive Benefits and Competitive Packages

• Paid Volunteer Time

• Employee Resource Groups

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