Product Support Engineer, Vantage Machine Learning Engine

Location: Tijuana, Mexico MX


Requisition Number: 206688

Position Title: Product Support Engineer II

External Description:

Product Support Engineer, Vantage Machine Learning Engine
Location: Tijuana, BC, Mexico (Zona Rio)

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 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.

Key Areas of Responsibility

  1. Responsible for providing deep-level technical support. Technical lead on escalated problems within the product line.  Perform in-depth problem analysis. Analyze files and system dumps for the root cause.  Identify and document new product defects. Provide new and/or known solutions/workarounds to problems. Perform system recovery for down or inaccessible systems.  Collaborate and/or escalate with other workgroups including Engineering and 3rd party product providers.
  2. Knowledge Management and related activities.  Create and/or validate knowledge content for accuracy, relevancy, and currency. Create and maintain Technical Alerts and other related technical artifacts. Create defect tracking tickets. Lead and/or participate in teams focused on creating technical bulletins, procedures and support process (Change templates, FRO bulletins, Service bulletins, Support tools). Development and enhancement of problem scenario reporting rules and associated knowledge.
  3. Product / Problem Analysis: Ability to analyze data, establish trends, validate baselines and identify outliers. Ability to summarize data, summarize the findings and explain the rationale.
  4. Interface into other organizations (internal and external). Ability to maneuver cross-organizationally. Demonstrate a high level of professionalism and ability to deliver succinct and concise presentations.
  5. Mentoring of other resources.

Skills & Attributes

The ideal candidate has strong interpersonal and communication skills, excellent analytical skills, ability to plan and organize. The successful candidate will have the ability to lead, mentor and transfer knowledge to others.  They will have experience in high-performance computing environments.

Basic Qualifications

  • USA B1 Visa (or ability to obtain)
  • BS in Computer Science or another technical discipline
  • 2-5 years of enterprise technical support experience or equivalent
  • Deep understanding and experience in Machine Learning and Analytic Functions
  • Practical knowledge in Enterprise Software installation and upgrade processes
  • Strong understanding of Distributed Systems
  • Cultural awareness
  • Strong written and oral communication skills 

Preferred Qualifications

  • Working experience of SUSE LINUX operating systems and Kubernetes
  • Working experience with relational databases
  • Solid knowledge in database connectivity drivers
  • Strong working experience in security components
  • Strong working experience of Linux administration
  • Demonstrated problem-solving skills
  • Strong in Network troubleshooting
  • Extensive experience in problem recreation
  • Experience in database administration
  • Experience in backup and restore
  • Working experience in distributed computing

Work Environment

  • 24x7 operation may require working alternate shifts or being part of an on-call rotation
  • Global organization
  • Some travel will be required
  • International travel may be required


City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, Vantage Machine Learning Engine

Job Category: Customer Support

Company Profile:

With all the investments made in analytics, it’s time to stop buying into partial solutions that overpromise and underdeliver. It’s time to invest in answers. Only Teradata leverages all of the data, all of the time, so that customers can analyze anything, deploy anywhere, and deliver analytics that matter most to them. And we do it at scale, on-premises, in the Cloud, or anywhere in between.

We call this Pervasive Data Intelligence. It’s the answer to the complexity, cost, and inadequacy of today’s analytics. And it's the way Teradata transforms how businesses work and people live through the power of data throughout the world. Join us and help create the era of Pervasive Data Intelligence.

Location_formattedLocationLong: Tijuana, Mexico MX


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