Staff Site Reliability Engineer

We’re looking for someone who can:

• Provide support services to our Gold & Enterprise customers using our flagship Acceldata Pulse, Flow & Torch Product suits. This may include assistance provided during the engineering and operations of distributed systems and responses for mission-critical systems and production customers.
• Manage the day-to-day aspects of support cases, incidents, and escalations
• Ensure issues have the appropriate focus and are resolved as expediently as possible
• Document and record all activity in accordance with both internal and external security standards
• Research, reproduce, troubleshoot, and solve highly challenging technical issues.
• 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.
• Be involved with and work on other support-related activities, such as Performing POC and assisting in Onboarding deployments of Acceldata and 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 both for particular customers and for 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 the Acceldata engineering team.
• Flexible in working in Shifts.
• 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?

• A strong desire and aptitude to become a well-rounded support professional. Acceldata Support considers the service we deliver as our core product.
• A positive attitude towards feedback and continual improvement
• A willingness to give direct feedback to and partner with management to improve team operations
• A tenacity to bring calm and order to the often stressful situations of customer cases
• A mental capability to multi-task across many customer situations simultaneously
• Bachelor's degree in Computer Science or Engineering or equivalent experience. A Master’s degree is a plus
• At least 2+ years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and experience with managing and supporting a cloud infrastructure on any of the 3 platforms. Also knowledge on Kubernetes, Docker is a must.
• Strong troubleshooting skills (in the example, TCP/IP, DNS, File system, Load balancing, database, Java)
• Excellent communication skills in English (written and verbal)
• Prior enterprise support experience in a technical environment strongly preferred
• Ability to create patches on the existing releases.
• Ability to test software builds
• 10+ years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes)
• Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the 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

• Experience working with scripting languages (Bash, PowerShell, Python)
• Linux, NFS, Windows, including application installation, scripting, basic command line
• Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI
• 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 of the leading Cloud providers (AWS, Azure, GCP ) and/or Kubernetes is a big plus