Customer Support Engineer 

This is a Customer Support Engineer role and it involves three key components, Teradata Support (remote/on-site), Teradata Account Management and On-site Engineering. 

Job Description: 

Customer Support Engineer would be responsible for providing on-site or remote support for Teradata Customers, such as hardware & software fault resolution, and software installation. Teradata Support and Engineering is based on a proactive service philosophy and requires constant focus on the customer’s needs and an excellent service delivery. The successful candidate will be required to take part in 7x24 on call (roster basis) covering Teradata customers. This will involve on site presence to address customer faults and apply preventive maintenance. System installations, preventative maintenance and Hardware/Software upgrades will also be included. 

Responsibilities and Tasks: 

• Analyze complex technical problem situations in the Teradata environment
• Take suitable measures to solve the system interruption, as necessary by engaging support of partners and/or regional/global Teradata remote support centers
• Plan and implement complex upgrades of hardware and/or software
• Manage spare part availability
• Create documentation on customer installations, upgrades or problem-solving activities
• Customer Support Engineer will support following HW and SW products but, not limited to:
• • OS Products: SUSE Linux, Windows
  • Database products: Teradata RDBMS, Hadoop
  • Database Client Tools and Utilities
  • Backup SW and HW
  • Teradata Applications
  • Teradata Unified Data Architecture(UDA) 

 Job Requirements: 

• Bachelor’s degree (computer science related major is preferred)
• Minimum 2 years experience in computer technology or related field
• Knowledgeable in Operating System(Linux/Unix), network, storage(disk array)
• Proficient in the use of Microsoft Office components and personal computers
• Any knowledge or experience with one of the following is preferred:
• • Database / SQL
  • VMWare / Public Cloud (AWS, Azure, GCP), Open Source
  • Mid-range UNIX/Linux server 

Key Competencies/Skills:  

• Good interpersonal skills / strong teamwork
• Good written and oral communication skills in Cantonese and English
• Good documentation skills 

Personal Attributes: 

• Accepts responsibility
• Openness:
• • Communicates honestly, openly and consistently
  • Shares information appropriately
  • Involves internal and external customers in solving problems
• Positive attitude: encourages a positive rather than negative viewpoint
• Integrity:
• • Maintains the highest standard of personal conduct in performing all duties
• Commitment:
• • Committed to make business a success
  • Willing and able to work for the best interest of the business
  • Not thinking in terms of being right at the expense of being successful
• People Skills
• • Able to build productive working relationships with customers and internal personnel based on respect and good rapport