About the role:

• Provide hands-on technical support for Enterprise customer Alluxio implementations.
• You will possess a strong technical skill set to troubleshoot customer-deployed Alluxio implementations.
• You are comfortable engaging with Big Data technical teams to support their large-scale hybrid cloud and multi-cloud architectures.
• You will work directly with customers on sophisticated deployments, have experience with Big Data on-premise and cloud implementations, and will help our customers achieve the most out of the Alluxio platform.
• You will work closely with SE, Engineering, and Product to make sure our customers receive the best experience possible with Alluxio.

As the Senior Account Support Engineer at Alluxio, What You Will Be Able To Build and Own:

• End-to-end ownership of issue initiation through to resolution with a global set of customers spanning multiple continents;
• Engage directly in hands-on reproduction of customer issues for diagnosis and escalation to Engineering and Product teams to ensure timely resolution of customer issues;
• Leverage hands-on technical skills to provide customers with resolutions/workarounds to customer queries/issues as appropriate;
• Meet with customers on a regular basis to review and communicate on the open issues until resolution;
• Ensure that customer Service Level Agreements (SLAs) are met for various assignments;
• Engage with various Big Data technologies including Spark, Presto, Hadoop/HDFS, Hive, and more;
• Provide best practices guidance and recommendations to Alluxio customers to ensure successful Alluxio implementations;
• Willing to assist the Alluxio on all manner of issues, as the situation demands;
• Write KB solution to share the knowledge with the customer and other team members;
• Ability to work some holidays and the weekend.

As the Senior Account Support Engineer at Alluxio, What We are Looking For:

• 5-7 + years of experience overall as a Technical Account Manager or Account Support Engineer with Customers in a similar technical discipline
• 3+ years of experience with major Big Data technologies and frameworks including but not limited to Spark, Hive, ZooKeeper, HDFS, Presto, Hadoop, MapReduce, Tensorflow, etc;
• 2+ years of experience working with either one or two Cloud technologies such as AWS, Azure, and GCP;
• Must have Linux experience;
• Good understanding and knowledge of Kubernetes and Docker;
• Understand Java-based software technology and desire to learn new skills and techniques;
• Ability to work independently with limited supervision;
• Always possess a can-do and positive attitude;
• Ability to manage multiple customer issues and projects in a fast-paced environment;
• Excellent verbal/written communication skills, including communicating technical issues to non-technical audiences and strong critical thinking, decision making, troubleshooting, attention to detail, and problem-solving skills;
• Able to work under pressure with both internal and external stakeholders;
• Committed to customer success; flexible, agile, adaptive to change.