Product Specialist - Hadoop Subject Matter Expert

AccelData

10+ Years | Kitchener, Ontario, Canada (On Site) | Full Time | 4 months ago

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Job Summary

Acceldata is seeking a Hadoop Subject Matter Expert (SME) to join their support services team. The role involves providing support to enterprise customers for Acceldata's data observability platform, including managing support cases, incidents, and escalations. The SME will be responsible for triaging, diagnosing, and resolving complex technical issues related to distributed systems and Hadoop operations. This includes collaborating with customers and internal teams, researching and troubleshooting product issues, and documenting activities. The position also entails participating in Proof of Concepts (POCs), assisting with onboarding, understanding critical system components, and coordinating feature requests. Flexibility in working shifts and participating in a rotational on-call roster is required. The role may involve dedicated engagement with specific customers, building relationships, and leading status calls, with occasional site visits.

Must Have

Provide support for Acceldata Pulse, ODP, and ADOC products
Manage support cases, incidents, and escalations
Triage, diagnose, and escalate customer inquiries
Research, reproduce, troubleshoot, and solve technical issues
Document and record all activity
Perform POCs and assist with onboarding
Study critical system components and large cluster operations
Differentiate between operational, user code, or product issues
Coordinate enhancement requests
10+ years of experience with scalable distributed environments
2+ years of experience with AWS, Azure, or GCP
Docker and Kubernetes configuration and troubleshooting
Expertise in Hadoop operations (Zookeeper, HDFS, YARN, Hive)
Authentication and security configuration (KNOX, LDAP, Kerberos)
Strong troubleshooting skills (TCP/IP, DNS, Java)
Excellent English communication skills
Prior enterprise technical support experience

Good to Have

Cloud provider certifications (AWS, Azure, GCP)
Kubernetes certification
Master's degree
Linux, NFS, Windows experience
Experience with scripting languages (Bash, Python)
Knowledge of application, server, and network security
Familiarity with virtual machine technologies
Knowledge of databases (MySQL, PostgreSQL)

Perks & Benefits

PTO Plan with rollover and unlimited negative balance
RSSP Plan
Up to 100% employer-paid benefit options for health, dental, and vision
Supplemental Benefits
Apple Air Mac Equipment
Opportunity to be part of the team that coined "Data Observability"

Job Description

About Us

Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.

Enterprise Data Observability is at the intersection of today’s hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps. Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.

As a Hadoop - Subject Matter Expert (SME), you will join a team of highly skilled engineers who thrive on tackling new and impactful challenges, shaping the future of Acceldata’s support services. In this collaborative and dynamic environment, you will leverage your business acumen, technical expertise, and interpersonal skills to make a tangible difference for our valued customers. As one of the first Product Specialists, you will play a critical role in creating meaningful solutions while actively listening and empathizing with customers who are navigating complex product issues.

We’re looking for someone who can:

Provide Support Services to our Gold & Enterprise customers using our flagship Acceldata Pulse, ODP, and ADOC Product suites. This may include assistance provided during the engineering and operations of distributed systems, as well as responses for mission-critical systems and production customers
Manage the day-to-day aspects of support cases, incidents, and escalations
Participate in the queue management and coordination process by owning customer escalations and managing the unassigned queue
Ensure issues have the appropriate focus and are resolved as expediently as possible
Collaborate and share solutions with both customers and the Internal team
Triage, diagnose, and escalate customer inquiries when applicable during their engineering and operations efforts
Investigate product-related issues both for particular customers and for common trends that may arise
Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
Research, reproduce, troubleshoot, and solve highly challenging technical issues
Document and record all activity in accordance with both internal and external security standards
Be involved with and work on other support-related activities - Performing POC & assisting with Onboarding deployments of Acceldata & Hadoop distribution products
Study and understand critical system components and large cluster operations
Differentiate between issues that arise in operations, user code, or product
Coordinate enhancement and feature requests with product management and the Acceldata engineering team
Be flexible in working shifts
Participate in a Rotational weekend on-call roster for critical support needs
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:

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 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
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 the example, TCP/IP, DNS, File system, Load balancing, database, Java)
Bachelor's degree in Computer Science or Engineering or equivalent experience
Excellent communication skills in English (written and verbal)
Prior enterprise support experience in a technical environment
Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps

Nices to haves:

Certification on any of the leading Cloud providers (AWS, Azure, GCP ) and/or Kubernetes
Master’s degree
Linux, NFS, Windows, including application installation, scripting, and basic command line
Experience working with scripting languages (Bash, PowerShell, Python)
Working knowledge of application, server, and network security management concepts
Familiarity with virtual machine technologies
Knowledge of databases like MySQL and PostgreSQL

At Acceldata, our new Agentic Data Management (ADM) offers solutions by introducing AI-powered agents that collaborate with human teams to proactively monitor, diagnose, and resolve data issues. We are revolutionising data observability in how enterprises manage and observe data by offering comprehensive solutions tailored to each organisation's unique needs. Our platform integrates various technologies, enabling seamless data observability for modern enterprises.

Acceldata is an equal-opportunity employer

At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.

Life @ Acceldata

#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously, and grow to be the best version of yourself, Acceldata is the place to be!

We also believe in providing our employees with the right tools and resources to help them excel at their job. We offer:

- PTO Plan with rollover and unlimited negative balance

- RSSP Plan

- Up to 100% employer-paid benefit options for health, dental, and vision coverage

- Supplemental Benefits

- Apple Air Mac Equipment

- Becoming part of the team who’s coined the term “Data Observability”!

29 Skills Required For This Role

Saas Business Models Excel Problem Solving Communication Data Analytics Oracle Data Structures Talent Acquisition Mysql Postgresql Oauth Dns Ldap Linux Aws Load Balancing Azure Helm Hadoop Powershell Google Cloud Platform Amazon Web Services Microsoft Azure Yarn Docker Kubernetes Python Bash Java