Product Support Engineer, BAR (Backup and Restore)

Location: Tijuana, Mexico MX


Requisition Number: 208202

Position Title: Product Support Engineer II

External Description:

Product Support Engineer, BAR (Backup & Restore)
Location: 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 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.

Key Responsibilities

  • Develop in-depth knowledge of Teradata products
  • Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Recreate problems and assist in root cause analysis
  • Interact with Engineering and peers to isolate product defects
  • Adhere to Teradata Incident Management Process
  • Identify and implement process, product and tool improvement
  • 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
  • Work in a mission-critical, 24/7/365 environment
  • Work a regular on-call rotation (weekends and after hours)
  • High reliability and availability required as well as engagement even when not on-call

Basic Qualifications

  • Fluent in English & Spanish (Effective oral & written communication skills)
  • USA B1 Visa Required (or ability to obtain as a condition of employment)
  • Bachelor’s Degree in Computer Science or a related technical discipline
  • 2+ years of work experience in a technical role
  • Proficient with LINUX and/or other OS environments
  • Work effectively in a geographically dispersed support team environment
  • Technical leadership skills
  • Demonstrated problem-solving skills and analytical abilities
  • Ability to work effectively both independently and in a team environment
  • Strong time management skills and multi-tasking abilities
  • Experience using a problem ticketing system

Skills You’ll Develop in this Role 

  • Demonstrated level of technical experience with Teradata Backup and Restore Solution:
    • Teradata Architecture (multiple stream operations)
    • Data Stream Architecture and ARC/TARA
    • NetBackup (and/or Spectrum Protect / NetVault)
    • SAN / Network
    • Data deduplication storage (Data Domain)
  • Working experience of SUSE LINUX operating systems
  • Experience analyzing data and creating customer knowledge articles
  • Closed-Loop/Corrective Action experience



City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, BAR (Backup and Restore)

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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