Site Reliability Engineer-ic2

Bengaluru, Karnataka

Work Type: Full Time

**About Acceldata**
- Acceldata is an enterprise Data Observability organization that was first to the market, having coined the term ‘Data Observability’ in 2018. Founded by industry veterans who have spent decades in the AI, Analytics, and Data Monitoring space, Acceldata is a startup in the hyper-growth phase. Having raised $45.6 million in total, Acceldata is now a 200+ strong entity that is looking to help Enterprises and SMEs/SMBs take control of their pipelines across the cloud-native, multi-cloud, hybrid cloud, or on-premises data systems.

**Position Summary**

You will join a team of highly skilled engineers who are responsible for delivering Acceldata’s support services. Our Site Reliability Engineers are trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment Site Reliability Engineers develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.

**We’re looking for someone who can**:

- Provide Support Services to our Gold and Enterprise customers using our flagship Acceldata Pulse, Flow & Torch Product suits.- Demonstrate the ability to actively listen to customers and show empathy for the customer's business impact when they experience issues with our products.-
- Participate in the queue management and coordination process by owning customer escalations, and managing the unassigned queue.-
- Be involved with and work on other support-related activities - Performing POC & assisting Onboarding deployments of Acceldata & Hadoop distribution products.-
- Triage, diagnose, and escalate customer inquiries when applicable during their engineering and operations efforts.-
- Collaborate and share solutions with both customers and the Internal team.-
- Investigate product-related issues both for particular customers and for common trends that may arise.-
- Study and understand critical system components and large cluster operations.-
- Differentiate between issues that arise in operations, user code, or products.-
- Coordinate enhancement and feature requests with product management and the Acceldata engineering team.-
- Participate as a designated or dedicated engineer for specific customers.- Aspects of this engagement translate to building long-term successful relationships with customers, leading weekly status calls, and occasional visits to customer sites.

**What makes you the right fit for this position?**Solid skills in troubleshooting to repair failed products or processes on a machine or a system using a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again.-
- A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand.-
- A strong desire to increase your product and technology skillset; increase
- your confidence in supporting our products so you can help our customers succeed.-
- A strong desire and aptitude to become a well-rounded support professional.-
- Acceldata Support considers the service we deliver as our core product.-
- A positive attitude towards feedback and continual improvement.-
- A willingness to give direct feedback to and partner with management to improve team operations.-
- A tenacity to bring calm and order to the often stressful situations of customer cases.-
- A mental capability to multi-task across many customer situations simultaneously.-
- Bachelor's degree in Computer Science or Engineering or equivalent experience.-
- A Master's degree is a plus.-
- At least 4 years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and experience with managing and supporting a cloud infrastructure on any of the 3 platforms. Also, knowledge of Kubernetes, and Docker is a must.-
- Strong troubleshooting skills (for example, TCP/IP, DNS, File system, Load balancing, database, Java).-
- Excellent communication skills in English (written and verbal).-
- Prior enterprise support experience in a technical environment is strongly preferred.-
- Strong Hands-on Experience Working With Or Supporting.-
- 6 to 10 years of Experience with a highly scalable, distributed, multi-node environment (50+ nodes).-
- Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive meta store, Cloudera Manager/Ambari, etc.-
- Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry).-
- Java troubleshooting, e. g., collection, and evaluation of stacks, and heap dumps.Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI.-
- Experience working with scripting languages (Bash, PowerShell, Python).Familiarity with virtual machine technolo