Senior Staff Premier Support Engineer

Business Area:

Customer Care

Seniority Level:

Mid-Senior level

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

The Senior Staff Premier Support Engineer (IC5) is a high-impact individual contributor (IC) role focused on directly managing hands-on support cases, taking end-to-end account ownership, and driving cross-functional alignment. Based in Japan, this role directly supports dedicated Japanese customers, requiring fluent Japanese language skills. In this position, you will resolve complex technical issues, lead account-level critical escalations, and shape team capability through technical mentorship and skilling programs.

As a Senior Staff Premier Support Engineer, you will:

Technical Skills & Case Management

Drive resolution on highly complex technical cases as a primary individual contributor and Subject Matter Expert (SME) across multiple product components and pillars.

Interface proactively with Backline and Engineering teams on features, software enhancements, and bug fixes to directly influence product quality.

Develop innovative isolation and troubleshooting methodologies to handle complex incidents in unique customer environments.

Conduct code reviews and deep-dive analysis to resolve corner-case issues and enhance overall product supportability.

Strategic Account Management & Proactive Initiatives

Take direct account ownership as the primary technical liaison and strategic partner, aligning support delivery with client business objectives.

Drive proactive platform stability initiatives, including cluster tuning, capacity planning, and deployment architecture assessments.

Lead and manage account-level critical escalations while delivering clear, executive-ready communication to internal and external stakeholders.

Lead multi-quarter cross-functional projects by breaking down complex multi-pillar problems and distributing work across the team.

Leadership, Mentorship & Collaboration

Lead the Premier organization's skilling programs, mentoring engineers beyond your immediate team to foster continuous learning and career growth.

Champion significant change initiatives across the organization and promote best practices for cross-functional communication.

Serve as a cross-organizational consultant, collaborating with Engineering, Product, Backline, Executives, and Account teams to expedite critical solutions.

We’re excited about you if you have:

Education & Experience:

Bachelor's degree with 12–15 years of related experience.

Master's degree with 8–12 years of related experience.

PhD with 5–8 years of related experience.

Or equivalent practical work experience.

Technical Expertise: SME-level technical mastery in multiple components across enterprise ecosystems, with deep hands-on expertise in Public/Private Cloud environments and Cloudera Data Services. The customer environment relies heavily on Spark, HDFS, Hive, and Cloudera Manager; SME certification in these core components is strongly preferred and highly beneficial.

Project & Escalation Management: Proven track record of managing account-level escalations and leading multi-quarter technical initiatives.

Location & Language Requirements: Must be residing in Japan and possess native or fluent Japanese communication skills to support Japanese enterprise accounts.

What you can expect from us:

• 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

EEO/VEVRAA

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