Data-Driven Customer Support

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The document discusses Cloudera's data-driven approach to internal customer support. It describes how Cloudera's Support Tools Team built several applications to help support engineers solve customer issues more quickly. These include a Customer Support Interface to access diagnostic data, bundles to gather customer environment snapshots, validation rules to detect known issues, a search tool for knowledge bases, and a lab environment for reproducing customer environments. The tools help support engineers clarify issues, understand customer environments, deeply dive into problems, search for related information, and reproduce customer setups to resolve issues quickly.

Software

1© Cloudera, Inc. All rights reserved.
Data-Driven Customer Support
Adam Warrington| Senior Manager of Internal
Systems Engineering
Sean Spediacci| Product Marketing

2© Cloudera, Inc. All rights reserved.
Your Speakers
Adam Warrington
Senior Manager of Internal
Systems Engineering

3© Cloudera, Inc. All rights reserved.
Looking Internally for Support

4© Cloudera, Inc. All rights reserved.
Supporting distributed systems is
complex
Issues can be related or root
cause might be the same
Looking for ways to work at scale
as company continues to grow
Problem
Statement

5© Cloudera, Inc. All rights reserved.
The Way It Used To Be
Engineers, solution architects,
and training team were used for
Support
Looking for ways automation
can give insight into problems,
so issues can be solved quicker
Asking customers to pull
information is non-trivial
The whole team Time to resolution A manual process

6© Cloudera, Inc. All rights reserved.
The Support Tools Team
Internal Tools Team
• Adam Warrington
• Ari Rabkin
• AB Srinivasan
• Adam Weber
• Jacob Schmitz
• Manoj Mohan
• Krista Mizusaki
Mission Statement: Build data driven software that reduces our
time to solve on support cases while increasing customer
satisfaction

7© Cloudera, Inc. All rights reserved.
Keeping The Tools Team Close
The tools team was kept close to the
new full time support engineers
Support engineers provide the
feedback loop that allows us to build
these applications
Looking for ways to work at scale as
company continues to grow

8© Cloudera, Inc. All rights reserved.
The Applications

9© Cloudera, Inc. All rights reserved.
Customer Support Interface (CSI)
Data Ingestion
Our internal EDH ingests 10 data sources that are
support specific. We have access to over 230TB of
data and it is growing each month.
Data Visualization
Our goal is to visualize all data that is useful to a
support engineer in a useful way. CSI is a java web
application that sits on top of the EDH
Tools exist within CSI
All support tools exist as a function or feature
within CSI. This includes all the tools we are about
to go over (e.g. Diagnostic Bundles, Validations,
Monocle, and Clues)

10© Cloudera, Inc. All rights reserved.
Diagnostic Bundles
Cloudera Manager
One of the original problems in
supporting Hadoop was seeing into the
customer environment. Cloudera
Manager has the ability to send a
snapshot using diagnostic bundles.
What are they used for
Support engineers are able to dive into
these bundles to get a granular view of
the scenario and quickly solve issues
using our tools.

11© Cloudera, Inc. All rights reserved.
Validations
Getting ahead of the issues
A “Validation” is a set of known issue
rules that a diagnostic bundle passes
through before it becomes an issue for
our customers
What they are used for
When a diagnostic bundle is sent to
Cloudera, the information is run through
our library of known issue signatures, and
checked automatically. If it hits a “critical”
signature, it is automatically escalated to
our proactive support team

12© Cloudera, Inc. All rights reserved.
Monocle
Making specialized knowledge searchable
Searching all of the data sources within CSI
we are able to create a single index of both
internal and open source knowledge for a
one stop Hadoop engine.
What is it used for
No longer making support engineers have
to “Google” for information. Our internal
search platform is the most powerful
Hadoop support engine for all their needs.

13© Cloudera, Inc. All rights reserved.
Support Lab Environment
Reproducing issues
Our support engineers need to be able to launch
a environment similar to the customer who is
experiencing an issue. Private cloud environment,
using OpenStack, where we can launch a cluster
that closely matches the customer’s.
Keeping Focused on our Customers
This capability allows us to hand off the issue to
engineering after confirming the bug in the
software. This keeps engineers focused on the
software and support focused on our customers

14© Cloudera, Inc. All rights reserved.
Demo

15© Cloudera, Inc. All rights reserved.
What Does this Mean For Customers?
Solving
Customer
Issues
Quickly
Issue
Clarification
Understanding
Customer
Environment
Deep Dive into
Issue
Searching for
Related Issues
Reproduce
Customer
Environment

16© Cloudera, Inc. All rights reserved.
Future Plans
Clues (Beta)
Expanding Validations rules
Expand Support Labs Functionality
Improvements to Diagnostic Bundles

17© Cloudera, Inc. All rights reserved.
Thank you
sspediacci@cloudera.com
adam@cloudera.com

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Cloudera is proud to present the 2020 Data Impact Awards Finalists. This annual program recognizes organizations running the Cloudera platform for the applications they've built and the impact their data projects have on their organizations, their industries, and the world. Nominations were evaluated by a panel of independent thought-leaders and expert industry analysts, who then selected the finalists and winners. Winners exemplify the most-cutting edge data projects and represent innovation and leadership in their respective industries.

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4. 4© Cloudera, Inc. All rights reserved. Supporting distributed systems is complex Issues can be related or root cause might be the same Looking for ways to work at scale as company continues to grow Problem Statement

5. 5© Cloudera, Inc. All rights reserved. The Way It Used To Be Engineers, solution architects, and training team were used for Support Looking for ways automation can give insight into problems, so issues can be solved quicker Asking customers to pull information is non-trivial The whole team Time to resolution A manual process

6. 6© Cloudera, Inc. All rights reserved. The Support Tools Team Internal Tools Team • Adam Warrington • Ari Rabkin • AB Srinivasan • Adam Weber • Jacob Schmitz • Manoj Mohan • Krista Mizusaki Mission Statement: Build data driven software that reduces our time to solve on support cases while increasing customer satisfaction

7. 7© Cloudera, Inc. All rights reserved. Keeping The Tools Team Close The tools team was kept close to the new full time support engineers Support engineers provide the feedback loop that allows us to build these applications Looking for ways to work at scale as company continues to grow

9. 9© Cloudera, Inc. All rights reserved. Customer Support Interface (CSI) Data Ingestion Our internal EDH ingests 10 data sources that are support specific. We have access to over 230TB of data and it is growing each month. Data Visualization Our goal is to visualize all data that is useful to a support engineer in a useful way. CSI is a java web application that sits on top of the EDH Tools exist within CSI All support tools exist as a function or feature within CSI. This includes all the tools we are about to go over (e.g. Diagnostic Bundles, Validations, Monocle, and Clues)

10. 10© Cloudera, Inc. All rights reserved. Diagnostic Bundles Cloudera Manager One of the original problems in supporting Hadoop was seeing into the customer environment. Cloudera Manager has the ability to send a snapshot using diagnostic bundles. What are they used for Support engineers are able to dive into these bundles to get a granular view of the scenario and quickly solve issues using our tools.

11. 11© Cloudera, Inc. All rights reserved. Validations Getting ahead of the issues A “Validation” is a set of known issue rules that a diagnostic bundle passes through before it becomes an issue for our customers What they are used for When a diagnostic bundle is sent to Cloudera, the information is run through our library of known issue signatures, and checked automatically. If it hits a “critical” signature, it is automatically escalated to our proactive support team

12. 12© Cloudera, Inc. All rights reserved. Monocle Making specialized knowledge searchable Searching all of the data sources within CSI we are able to create a single index of both internal and open source knowledge for a one stop Hadoop engine. What is it used for No longer making support engineers have to “Google” for information. Our internal search platform is the most powerful Hadoop support engine for all their needs.

13. 13© Cloudera, Inc. All rights reserved. Support Lab Environment Reproducing issues Our support engineers need to be able to launch a environment similar to the customer who is experiencing an issue. Private cloud environment, using OpenStack, where we can launch a cluster that closely matches the customer’s. Keeping Focused on our Customers This capability allows us to hand off the issue to engineering after confirming the bug in the software. This keeps engineers focused on the software and support focused on our customers

15. 15© Cloudera, Inc. All rights reserved. What Does this Mean For Customers? Solving Customer Issues Quickly Issue Clarification Understanding Customer Environment Deep Dive into Issue Searching for Related Issues Reproduce Customer Environment

Editor's Notes

En
This is Adam Senior Manager of Internal Systems Engineering Lead on all of our internal support applications development Has been at the company for 5 years We became a data driven support team
This i
Feedback loop is required to develop these applications Feel close to the customer
Environment for reproduction of customer issues
Support lab environment

Data-Driven Customer Support

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