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Manager, Technical Support

Support | Santa Clara, CA - HQ

Brief Description

Manager of Technical Support at Hortonworks is responsible for building, maintaining and expanding the loyalty of our customer base.  This person will possess strong leadership capabilities and exhibit their ability to lead and direct both by building out the organization, as well as leading through high priority cases of our enterprise customers.  The Manager will be responsible for the build-out of personnel as well as systems and infrastructure to adequately support our customer and partner base.  In addition, this person will work closely with all cross-functional teams as the voice of the customer and the passionate champion of their success.


Required Skills

  • 9+ years minimum experience performing analysis and troubleshooting of complex software applications
  • Experience in Leading an Technical Support team focused on supporting subscription based solutions– open source a strong plus
  • Experience with industry standard CRM tools, Knowledge Bases and bug tracking mechanisms
  • Experience building out a Global 24×7 support team
  • Experience being on-call with stringent SLAs
  • Deep operational understanding of Data Centers and Operational Considerations
  • Ability to lead in Crisis
  • Experience with Red Hat Linux and distributed systems
  • Strong knowledge of databases and database technology
  • Demonstrable experience working with enterprise level customers, pre-sales customers and partners
  • Proven verbal and written communications skills
  • Ability to work in a fast paced, constantly changing environment
  • Bachelor’s degree or equivalent

All employees are required to adhere to all Hortonworks employment policies, including without limitation information security policies. 


Having gone public with its IPO in December 2014, Hortonworks is experiencing extraordinary growth as we deliver essential support to the burgeoning big data and IoT communities. Hortonworks is an industry leading innovator that creates, distributes and supports enterprise-ready open data platforms and modern data applications that deliver actionable intelligence from all data: data-in-motion and data-at-rest. Hortonworks is focused on driving innovation in open source communities such as Apache Hadoop, Apache NiFi and Apache Spark. Along with our 2,100+ partners, Hortonworks provides the expertise, training and services that allow customers to unlock transformational value for their organizations across any line of business.

For more information, visit

Hortonworks, Powering the Future of Data, HDP and HDF are registered trademarks or trademarks of Hortonworks, Inc. and it's subsidiaries in the United States and other jurisdictions.

EOE/M/F/Vet/Disability. Hortonworks is an Equal Opportunity Employer in accordance with VEVRAA and Section 503 regulations. 


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Manager, Technical Support | Support | Santa Clara, CA - HQ

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