Product Support Engineer

We’re looking for someone who can:

• Provide Support Services to our Gold & Enterprise customers using our Acceldata's flagship products ( Pulse, Flow & Torch). This may include assistance provided during the engineering and operations of distributed systems and responses for mission-critical systems and production customers.
• Demonstrate the ability to actively listen to customers and show empathy for the customer’s business impact when they experience issues with our products.
• Participate in the queue management and coordination process by owning customer escalations and managing the unassigned queue.
• Work on other support-related activities - Performing POC & assisting Onboarding deployments of Acceldata & Hadoop distribution products.
• Triage, diagnose, and escalate customer inquiries when applicable during their engineering and operations efforts.
• Collaborate and share solutions with both customers and the Internal team.
• Investigate product-related issues for particular customers and common trends that may arise.
• Study and understand critical system components and large cluster operations.
• Differentiate between issues that arise in operations, user code, or product.
• Coordinate enhancement and feature requests with product management and engineering teams.
• Be flexible in working shifts and participate in a rotational weekend on-call roster for critical support needs.
• Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translate to building long-term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites.

What makes you the right fit for this position:

• 8-12 years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes).
• Prior enterprise support experience in a technical environment.
• At least 2+ years of experience managing and supporting a cloud infrastructure on any 3 platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP).
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI.
• Excellent communication skills in English (written and verbal)
• Strong troubleshooting skills (TCP/IP, DNS, File system, Load balancing, database, Java).
• Bachelor degree in Computer Science or Engineering or equivalent experience.
• Expertise in Hadoop operations (Zookeeper, HDFS, YARN, Hive, Nifi, and related components such as Hive Metastore, Cloudera Manager/Ambari, etc.)
• Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry).
• Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps.

Good to have:

• Master’s degree
• Linux, NFS, Windows, including application installation, scripting, basic command line.
• Experience working with scripting languages (Bash, PowerShell, Python).
• Working knowledge of application, server, and network security management concepts.
• Familiarity with virtual machine technologies.
• Knowledge of databases like MySQL and PostgreSQL,
• Certification on any leading Cloud providers (AWS, Azure, GCP ).