Product Support Engineer

Requisition Number: 201404

External Description:

Product Support  Engineer

Description

We are looking for a GSC Product Support Engineer who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of ownership, interaction, and teamwork is required to be effective in the role. The GSC Product Support Engineer is responsible for ensuring a high level of customer satisfaction with Teradata Client Applications. He or She is responsible for providing support to customers, delivering technical analysis for Teradata Application Management deliverables, answering complex questions on function and usage of product. The GSC Product Support Engineer is also responsible for possessing thorough knowledge of the Teradata Applications and improving the current Teradata Application software releases. 

Specific duties include:

1. Work with Service Support Managers (SSM) and Customer Support Representatives (CSR) in delivering technical analysis for customers who utilize our Client Applications offering.
2. Develop and maintain in-depth knowledge of Teradata Applications products in order to effectively and efficiently support customers.
3. Effectively interact with Teradata Engineering and Technical Support peers to report, troubleshoot and repair defects in the current product releases.
4. Handle highly complex technical customer issues as they are escalated from other areas of the organization.
5. Effectively manage internal and external customer expectations to ensure satisfaction with Customer Services offerings.
6. Ensure that every customer is treated professionally and with respect.
7. Assist in the technical mentoring of additional team members.
8. Log, research, and accurately resolve customer inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for customers in the Teradata Applications Customer Services Handbook or value added offerings.
9. Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied.
10. Gain and maintain current knowledge of Teradata Applications Customer Services Policies and Procedures.
11. Contribute to the advancement of Team Teradata Applications goals.

Qualifications

If you believe in success and making it happen, we’d like to talk with you. Please compare your background to the qualifications below and apply right away. Be sure to include your salary requirements so that we can fully consider your interest. 

• A minimum of a Bachelor’s Degree required (Informatics & Computing or software engineering related preferred)
• A minimum of 5+ years’ experience in directly supporting external software applications
• Strong troubleshooting capability
• Knowledge of Teradata, Oracle, SQL Server & HTML required 
• Working experience with LINUX and other OS environments
• Networking abilities required
• Proven experience debugging and troubleshooting software-related issues.

Proven experience with SQL and relational database concepts

• A strong aptitude for customer service
• External customer facing experience in a software support environment
• Java and C# programming knowledge is a plus
• A positive attitude and desire to make an impact on an organization
• Strong time management skills and multi-tasking abilities
• Strong communication skills (listening, written, and verbal)
• Ability to work effectively both independently and in a small to mid-size team environment

 

CountryEEOText_Description: 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.

City: Hyderabad

State: Andhra Pradesh

Community / Marketing Title: Product Support Engineer

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Hyderabad, Andhra Pradesh IN