Senior Staff Premier Support Engineer

Customer Care Seniority Level: Mid-Senior level Job Description: At Cloudera, we empower people to transform complex data into clear and actionable insights.

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.

About Cloudera

• 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.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• 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.
• Proven track record of managing account-level escalations and leading multi-quarter technical initiatives.
• Must be residing in Japan and possess native or fluent Japanese communication skills to support Japanese enterprise accounts.

Preferred

• Or equivalent practical work experience.

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 EEO/VEVRAA #LI-ZY1