Technical Support Engineer

Location: Tijuana, Mexico MX


This position is no longer open.

Requisition Number: 207310

External Description:

Technical Support Engineer
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

Job Category: Customer Support

Company Profile:

Teradata helps businesses unlock value by turning data into their greatest asset.  We’re the cloud data analytics platform company, built for a hybrid multi-cloud reality, solving the world's most complex data challenges at scale. Collectively, we endeavor to serve equal parts innovator and contributor. Because our mission isn’t just about the collection of data – it’s about revolutionizing the future of transportation to save lives, optimizing energy costs to make the planet a cleaner place, and using data to predict and identify cancer risks.

Location_formattedLocationLong: Tijuana, Mexico MX


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