Technical Support Engineer, Cloud (2 Openings)

Location: Tijuana, Mexico MX


Requisition Number: 207310

Position Title: Customer Technical Support Specialist I

External Description:

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

As a Technical Support Engineer, Cloud, you’ll join the IntelliCloud & Cloud-Operations teams in providing specialized support to the Teradata IntelliCloud (IC) customers across the globe. You will work with a team of engineers devoted to providing world-class customer service and technical support of IntelliCloud customers.

You will be responsible for providing technical support to customers and Managed Services associates who are diagnosing, troubleshooting, and debugging complex Cloud Services and Cloud Operations challenges. You will learn all areas of the IntelliCloud platform including general configuration, implementation, administration, performance (both at the system and individual level), dump analysis, system back-up & recovery, and problem recreation using in-house test systems. Specialization is encouraged, and Teradata Certifications are available in many areas. Teradata Cloud Support is a 24x7 operation and may require working non-standard shifts and participating in an on-call rotation. 

What You’ll Do (Responsibilities) 

  • Partner with Teradata’s Global Clients by providing Cloud customers technical problem triage, troubleshooting, and problem-analysis during complex incidents. Escalate to Cloud-Ops Product Support (Tier 2/3) as appropriate
  • Monitor cloud system events via alert system (DataDog & ICINGA), create or update an Incident/Ticket for all issues and escalations to Level 2 support or Level 3 support organizations
  • Act as the single point of contact for escalations on all Severity-1 incidents to the Level 2 & 3 support organizations (SWARM Support Model)
  • Ensure excellent customer service is provided & maintained on a 24 x 7 x 365-day support model
  • Ensure customer Service Level Agreements (SLA) and Objectives (SLO) are met for each customer by responding to all support requests
  • Monitor & track system-level and database backups and escalations for Teradata Global Support
  • Document hotline and escalation call flows to include resource chart
  • Provision and Configure Security Policies on the customer nodes and the Administration Nodes of the Tier 2/3 Resources
  • Run security checks, vulnerability scans, and check for security alerts on customer systems
  • Conducting monthly maintenance on Teradata customer Nodes/Servers
  • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements
  • Develop best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledgebase articles

Your Background (Required) 

  • USA B1/B2 Visa (or the ability to obtain as a condition of employment)
  • Fluent in English (strong written & verbal communication)
  • Bachelor’s Degree in Computer Science or another related field
  • 0-3 years of experience with SQL, Linux, and Cloud Infrastructure
  • Basic knowledge of Virtual Machines (VMs), AWS, and Azure
  • 0-3 years of experience troubleshooting technical problems (demonstrated problem-solving ability)
  • Attention to detail with the ability to multitask and work both independently/part of a team 
  • Teradata provides 7/24/365 support for clients all around the world – the flexibility of your working hours/shifts is required (i.e. after-hours, weekends, and holidays)


City: Tijuana

State: Mexico

Community / Marketing Title: Technical Support Engineer, Cloud (2 Openings)

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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