Product Support Engineer, Analytic Applications

Location: Tijuana, Mexico MX


Requisition Number: 207467

Position Title: Product Support Engineer II

External Description:

Product Support Engineer, Analytic Applications
Tijuana, BC, Mexico (Zona Rio)

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 basic understanding of analytical applications and databases 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. This position is responsible for providing technical support for the Teradata Vantage Analytics Platform, a key differentiator for our company.

  • Work in a mission-critical, 24/7 environment
  • Be a strong team player with an orientation toward teamwork and the collaborative model
  • Work with internal and external customers to deliver technical analysis and solutions for Teradata Vantage product issues
  • Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
  • Follow the product checklist and collect all necessary artifacts for incident troubleshooting
  • Search the knowledge base to find solutions
  • Recreate problems to assist with root cause analysis
  • Interact with Engineering and peers to isolate product defects
  • Coordinate proper escalations, where needed, for unresolved issues
  • Adhere to Teradata Incident Management Process
  • Develop in-depth knowledge of Teradata Vantage products
  • Contribute to the content and quality of the knowledge base

Basic Qualifications

  • Fluent English (Written & Verbal)
  • US B1/B2 Visa (or ability to obtain as a condition of employment)
  • Bachelor’s Degree in Computer Science or a related technical discipline
  • Ability to work in a mission-critical 24/7 environment and participate in an on-call rotation
  • Ability to follow directions as well as technical documentation
  • Ability to work effectively both independently and in a team environment
  • Strong problem-solving skills and analytical ability
  • Strong decision-making capabilities
  • Strong time management skills and multi-tasking abilities
  • Excellent oral and written communication skills
  • 2 years of experience using Windows, Linux and/or other OS environments
  • 2 years of experience using databases and SQL
  • 2 years of experience using different browsers and their debugging features
  • 2 years of experience using applications and reading/debugging logs

Preferred Qualifications

  • 2+ years of experience using a problem ticketing system
  • Experience working in a geographically dispersed team environment


City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, Analytic Applications

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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