Acceldata

Product Specialist

• Provide support services to enterprise customers using Acceldata products, including assistance during engineering and operations of distributed systems and mission-critical production systems
• Manage day-to-day support cases, incidents, and escalations
• Ensure issues receive appropriate focus and are resolved expediently
• Document and record activity according to internal and external security standards
• Research, reproduce, troubleshoot, and solve challenging technical issues
• Listen actively to customers and empathize with the business impact of product issues
• Participate in queue management and coordination by owning customer escalations and managing the unassigned queue
• Perform proofs of concept and assist onboarding deployments of Acceldata and Hadoop distribution products
• Triage, diagnose, and escalate customer inquiries during engineering and operations efforts
• Collaborate and share solutions with customers and internal teams
• Investigate product-related issues for individual customers and identify common trends
• Study and understand critical system components and large cluster operations
• Differentiate issues arising from operations, user code, or product defects
• Coordinate enhancement and feature requests with product management and engineering
• Work rotational shifts and participate in a rotational weekend on-call roster for critical support needs
• Serve as a designated or dedicated engineer for specific customers, building long-term relationships, leading weekly status calls, and occasionally visiting customer sites

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Product Specialist, Cloud Support SME