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Product Support Engineer



Software Engineering, Product, Customer Service
Posted on Wednesday, July 12, 2023
Requisition Number:216946
Job Category:Engineering

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

What You’ll Do

  • In-depth knowledge of Teradata products
  • Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Recreate problems to assist with root cause analysis
  • Interact with Engineering and peers to isolate product defects
  • Adhere to Teradata Incident Management Process
  • Identify and implement process, product and tool improvement
  • Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
  • Coordinate proper escalations, where needed, for unresolved issues
  • Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures and Service offerings
  • Create knowledge of new learnings
  • Work in a mission-critical, 24/7 environment
  • Technical mentoring of team members

Who You’ll Work With

Teradata Product Support Engineers are key members of an expert team of support analysts, focused on delivering a myriad of deep-level technical support related assignments to both internal and external audiences. The successful candidate will have a deep understanding of the Teradata database and its associated tools and platforms along with the ability to clearly articulate support decisions and findings. The ideal candidate is a highly motivated, creative, support analyst who is ready to contribute to Teradata's success.

What Makes You a Qualified Candidate

  • Proficient with LINUX and/or other OS environments
  • Experience in Database technologies
  • Experience in Cloud Technologies
  • Excellent oral and written communication skills

  • Experience using a problem ticketing system

  • Bachelor’s Degree in Computer Science or a related technical discipline 5+ years of experience


What You’ll Bring

  • Work effectively in a geographically dispersed support team environment
  • Demonstrated problem solving skills and analytical abilities
  • Ability to work effectively both independently and in a team environment
  • Ability to effectively share technical knowledge
  • In-depth understanding of Teradata solutions, Cloud platforms and how Teradata technology operates in the cloud
  • Strong understanding of Network Troubleshooting
  • Experience writing and troubleshooting scripts (Python or Shell)
  • Senior-level experience working with open-source logging, resource management, deployment and configuration services
  • Solid knowledge of problem recreation techniques on Linux operating systems and Parallel Database Extensions
  • Solid personal management skills to intelligently prioritize workload on multiple problems simultaneously