Job Description

Description skills : HDFS, HDInsight, Spark, Hive.

Key Responsibilities

  • Engage continuously with CSS Product Support Engineering teams to triage and resolve high-severity customer incidents
  • Provide technical direction and solutions to meet First Day Resolution (FDR) targets
  • Escalate unresolved issues to the Product Engineering Group and ensure timely delivery of customer-ready solutions
  • Track and improve key support metrics including Time to Resolve and Time to Escalate
  • Follow up on escalations to ensure high customer satisfaction (CSAT) for supported products
  • Analyze trends from incoming CRIs to identify systemic issues and opportunities for improvement
  • Enhance internal support tools and troubleshooting processes
  • Create and maintain Troubleshooting Guides and Knowledge Base articles for reuse by CSS engineers
  • Contribute to customer-facing documentation o...

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