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Product Support Engineer III



Product, Customer Service
Tijuana, Baja California, Mexico
Posted on Friday, October 6, 2023
Requisition Number:217240
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

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.

• 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
• 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

You will work with Engineering and peers to isolate product defects

What Makes You a Qualified Candidate

• Proficient with LINUX and/or other OS environments
• Experience in Database technologies
• Experience in Cloud Technologies
• Work effectively in a geographically dispersed support team environment
• Technical leadership skills
• Demonstrated problem solving skills and analytical abilities
• Ability to work effectively both independently and in a team environment
• Strong time management skills and multi-tasking abilities
• Excellent oral and written communication skills
• Ability to effectively share technical knowledge
• Experience using a problem ticketing system
• Bachelor’s Degree in Computer Science or a related technical discipline 5+ years of experience

What You Will Bring

• Experience with or knowledge of Teradata Database
• Proven knowledge of Linux operating systems
• Senior-level experience with problem recreation techniques on Linux and Windows operating systems
• 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


Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.