Product Specialist, Cloud Support SME

Acceldata

. Provide support services to enterprise customers using Acceldata products, including assistance during engineering and operations of distributed systems and mission-critical production systems .

Posted 11/11/2026full-timeKitchener • CanadaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and supporting distributed systems and cloud infrastructure, with a strong focus on troubleshooting and resolving technical issues in enterprise environments. Proficient in Hadoop operations and cloud technologies, ensuring effective customer support and collaboration.

Highest-signal resume keywords

10+ Years Experience In Distributed SystemsExpertise In Hadoop OperationsCloud Infrastructure Management (AWS, Azure, GCP)Docker And Kubernetes ConfigurationStrong Troubleshooting Skills In TCP/IP And Java

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Hadoop OperationsDocker ConfigurationKubernetes TroubleshootingCloud Infrastructure ManagementJava TroubleshootingTCP/IP TroubleshootingDatabase Management (MySQL, PostgreSQL)Security Configuration (KNOX, LDAP, Kerberos)Scripting (Bash, PowerShell, Python)Application Installation

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationActive ListeningEmpathy

Tools & Technologies

Amazon Web Services (AWS)Microsoft AzureGoogle Cloud Platform (GCP)Helm ChartsLinuxWindowsNFSLogging ToolsVirtual Machine TechnologiesCommand Line Tools

Certifications & Qualifications

Cloud Provider CertificationKubernetes Certification

Industry Keywords

Enterprise SupportDistributed SystemsMission-Critical Production SystemsSecurity StandardsIncident ManagementQueue ManagementCustomer EscalationsOnboarding DeploymentsFeature Requests CoordinationCritical Support Needs

Tech Stack

Tools & technologies

AWSAzureCloudDistributed SystemsDNSDockerGoogle Cloud PlatformHadoopHDFSJavaKubernetesLinuxMySQLNFSNode.jsPostgresPythonTCP/IPYarnZookeeper

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years of Experience with a highly-scalable, distributed, multi-node environment (50+ nodes)
At least 2+ years of experience with at least one of Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP), including managing and supporting cloud infrastructure
Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI
Expertise in Hadoop operations (Zookeeper, HDFS, YARN, Hive)
Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS; second priority: SSO/OAuth/OIDC, Ranger/Sentry)
Strong troubleshooting skills in TCP/IP, DNS, file systems, load balancing, databases, and Java
Bachelor’s degree in Computer Science or Engineering or equivalent experience
Excellent written and verbal communication skills in English
Prior enterprise support experience in a technical environment, including Java troubleshooting such as collection and evaluation of jstacks and heap dumps
Certification on leading cloud providers and/or Kubernetes (good to have)
Master’s degree (good to have)
Linux, NFS, Windows, application installation, scripting, and basic command line (good to have)
Experience with Bash, PowerShell, or Python (good to have)
Working knowledge of application, server, and network security management concepts (good to have)
Familiarity with virtual machine technologies (good to have)
Knowledge of MySQL and PostgreSQL (good to have)

Benefits

Comp & perks

PTO Plan with unlimited negative balance
RRSP Plan
Up to 100% employer-paid benefit options for health, dental, and vision coverage
Supplemental Benefits
Apple Air Mac Equipment
Office gym access (includes workout equipment, basketball court, and showers)
Becoming part of the team that coined the term “Data Observability”!