Job Description :
Takes ownership of customer issues reported and see problems through to resolution
Researches, diagnoses, troubleshoots and identifies solutions to resolve customer issues
Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provides prompt and accurate feedback to customers
Ensures proper recording and closure of all issues
Prepares accurate and timely reports
Documents knowledge in the form of knowledge base tech notes and articles
Job Qualifications
Proven working experience in enterprise technical support
Basic knowledge of systems, utilities and scripting
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills
Education and Experience
Associate or Bachelor degree in Information Technology, Computer Science or equivalent
2 years of Big Data Experience with Cloudera CDH or similar
Other responsibilities
Be part of on-call rotation Support off-hour QA and production releases
Work with develops to troubleshoot issues
Attend daily standups
Create and maintain support documentation
Minimum Qualifications
Job Qualifications
Proven working experience in enterprise technical support
Basic knowledge of systems, utilities and scripting
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills