Product Support Engineer, Cloud

Location: Tijuana, Mexico MX


Requisition Number: 207055

Position Title: Product Support Engineer II

External Description:

Product Support Engineer, Cloud
Location: Tijuana, BC, Mexico (Zona Rio)

Teradata is looking for a Product Support Engineer to join Teradata Global Support Organization supporting customers using the industry-leading data analytics software platform to uncover real-time business intelligence at scale in Cloud, On-Premise and anywhere in between. We are looking for colleagues with engaging personalities, a passion for excellence in technology, customer focus, and great problem-solving skills.

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.

  • Develop knowledge of Teradata products especially Teradata on Cloud Platforms (TDVM, Teradata on AWS & Azure), QueryGrid, and AppCenter
  • 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
  • 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 on new learnings
  • Experience working in a mission-critical, 24/7 environment

Your Background

  • Current USA B1/B2 Visa or the ability to obtain pre-employment
  • Experience with Linux and/or other OS environments
  • Experience working in a geographically dispersed support team environment
  • Ability to effectively technical knowledge
  • Demonstrated problem-solving skills and analytical ability
  • 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
  • Experience using a problem ticketing system
  • Ability to effectively share technical knowledge
  • Bachelor’s Degree in Computer Science or a related technical discipline 2+ years of experience

Preferred Qualifications

  • Experience with or knowledge of core concepts for clouds (networking, security, IAM, etc.)
  • Hands-on experience with AWS, Azure, Google Cloud Platform, Kubernetes, Docker
  • Experience with large-scale distributed software systems
  • Experience with Big Data platform technologies, extensive knowledge of data integration, enterprise data warehouse, data lake, and analytical ecosystem
  • Experience with Teradata database and tools with a broad understanding of Teradata’s products
  • Experience and knowledge with Python, Kibana, & REST API
  • Good understanding of Agile principles, experienced in Agile practices in development, and support
  • Required to work in the Tijuana office



City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, Cloud

Job Category: Customer Support

Company Profile:

Considering COVID-19, we are still hiring but conducting virtual interviews to keep our candidates and employees safe. Many roles will be temporarily remote or work from home to comply with current safety regulations. These roles will be required to be in the office once it is safe or restrictions are lifted. Read more on our response here: Teradata Response to COVID-19 

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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