1. Manage interactions with our customers with clear and honest expectation setting, friendly and collaborative disposition, aiming for the complete satisfaction of each customer. 2. Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products. 3. Hold healthy, ongoing conversations with our valued customers in case notes and verbally such that they are consistently informed on all that you’re doing to assist them with their requests vs. putting them in the situation where they need to reach out for status. 4. Proactively communicate to customers vs. expecting customers to ask for status. 5. ensure that critical customer issues are addressed quickly and effectively. 6. Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts 7. collaborate and share solutions with both customers and Clouderans. It’s not about what you know, it’s about using your knowledge to help customers. 8. investigate product related issues both for particular customers and for common trends that may arise. 9. Study and understand critical system components and large cluster operations. 10. Differentiate between issues that arise in operations, user code, third party libraries or product. 11. Identify requirements for additional focused services engagements. 12. Coordinate enhancement and feature requests with product management and Cloudera engineering. 13. Participate in occasional weekend on-call roster for critical support needs 14. Be part of the shift differential program. 15. Participate as a designated or dedicated engineer for specific customers. Aspects of this engagement translates to building long term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites.