Product Support Engineer, Hardware

Location: Tijuana, Mexico MX


Requisition Number: 207844

Position Title: Product Support Engineer II

External Description:

Product Support Engineer, Hardware

Are you a problem solver? Do you like a fast-paced support environment that allows you to work with customers, field representatives, and technical engineers?  If so, the Teradata Product Support team is a great fit for you.

What You’ll Do

Teradata Product Support Engineers are key members of an expert team of support analysts, focused on delivering deep-level technical support to both internal and external customers. A successful Product Support Engineer will develop a strong 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 and creative support analyst who is ready to contribute to Teradata's success. 

Key Responsibilities

  • Develop in-depth knowledge of Teradata products
  • Lead discussions with customers to deliver technical analysis and solve product issues
  • Problem recreation & Root Cause Analysis (RCA)
  • Interact with Engineering and peers to isolate product defects
  • Adhere to Incident Management Process
  • Identify and implement improvements for processes, products, and tools
  • Treat every customer professionally and with respect
  • Coordinate proper escalations for unresolved issues
  • Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures, and Service offerings
  • Create knowledge articles for training purposes
  • Mentoring of team members

Basic Qualifications

  • US B1/B2 Visa (or the ability to obtain as a condition of employment)
  • Fluent in English (Verbal and Written communication)
  • Ability and willingness to work rotating on-call shifts and after-hours work as necessary
  • Bachelor’s Degree in Computer Science or a related field
  • 3+ years of technical work experience
  • Hands-on experience supporting Linux or UNIX environments
  • Ability to work effectively in a geographically dispersed support team environment
  • Demonstrated problem-solving skills and analytical abilities
  • Strong time management skills and multi-tasking abilities
  • Ability to effectively share technical knowledge
  • Experience using a ticketing system or incident management system

Specific Skills You’ll Need for this Role: 

  • Advanced understanding of Server Troubleshooting
  • Experience with scripting/programming
  • Prior knowledge of Teradata Systems
  • Knowledge of Interconnect and Power Management Systems
  • Working experience with Dell and Intel servers
  • Working knowledge of NetApp and Seagate disk arrays
  • Working knowledge of SAN Environment
  • Working understanding of Large Server architecture


City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, Hardware

Job Category: Engineering

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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