Staff Software Engineer – Escalation Resolution

November 13

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Cloudera

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Enterprise • SaaS • Artificial Intelligence

Cloudera is a leading enterprise data cloud company that empowers businesses to manage and analyze data across any environment. Offering a hybrid data platform, Cloudera facilitates modern data architectures with solutions like open data lakehouse, scalable data mesh, and unified data fabric, designed for artificial intelligence, data engineering, and machine learning. Key industries served include financial services, telecommunications, healthcare, and more, where Cloudera's platform enables secure, scalable, and effective data management. By leveraging AI and advanced analytics at scale, Cloudera helps organizations transform their data into actionable insights.

1001 - 5000 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 $4.1M Venture Round on 2013-01

📋 Description

• Act as the primary point of engineering escalation contact to debug, troubleshoot, and resolve highly complex issues across CM Agents, cluster configuration, database, Kerberos, TLS/SSL setup, and underlying OS/network interactions • Work closely with frontline Support teams to provide real-time guidance and improve case resolution efficiency • Identify recurring case patterns and provide enablement sessions to Support to reduce unnecessary engineering escalations • Contribute to the Apache open-source project by reporting defects based on escalations and occasionally contributing patches • Conduct training sessions to improve Support engineers’ troubleshooting capabilities • Identify opportunities for product enhancements to reduce recurring customer issues

🎯 Requirements

• Bsc/Msc in related field or equivalent experience • 8+ years of industry experience building software in a large-scale production environment • Solid understanding of distributed systems, database, networks and the web (JSON, RESTful web services, and client-server interactions) • Proven proficiency in Java and excellent issue reproduction and debugging skills • Strong interpersonal and communication skills—able to collaborate across teams and provide clear updates • Ability to engage with customers on technical topics and explain solutions clearly • Experience with Java, Python, Hibernate / Spring • Proficient knowledge of JVM, multi-threading, and GC internals • Experience with performance troubleshooting • Java Security - certificate management, encryption, TLS

🏖️ Benefits

• 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