A Senior Applications Support Engineer works with Business Consultants, Architects, and the delivery team as part of an agile process delivering application solutions. He/She is responsible for providing support to customers, analyzing, identifying and fixing software problems, answering complex questions on function and usage of a product; he/she is focused on application solutions portfolio, which includes but is not limited to Customer Journey, Customer Interaction Manager, Real-Time Interaction Manager, Demand Chain Management; and may include Teradata custom-developed applications such as web dashboards, Hadoop Applications, or ISV applications.
A Senior Applications Support Engineer requires strong application expertise and ability to work collaboratively with different teams to ensure that the application meets customer requirements and operates smoothly. He/She provides thought leadership to Clients and is responsible for ensuring a high level of customer satisfaction with both Teradata software and services.
Responsibilities:
- Maintenance of solutions which allow leading banking and telecommunications companies to launch marketing campaigns;
- Customer consulting regarding campaign management opportunities, as well as searching for optimal solutions to the problems of the Customer;
- Work with Service Experience Managers (SEM) and support team in delivering of technical support of customer developed integration software;
- Develop and maintain in-depth knowledge of Teradata products in order to effectively and efficiently support customers;
- Effectively interact with Teradata Engineering and Technical Consulting peers to report, troubleshoot, and repair defects in software;
- Handle highly complex technical customer issues, providing resolution in time. Contribute to processes improvement in order to meet service level agreements;
- Effectively manage internal and external customer expectations to ensure satisfaction with Customer Services offerings;
- Ensure that every customer is treated professionally and with respect;
- Assist in the technical mentoring of additional team members;
- Log, research, and accurately resolve customer inquiries and problems in a timely manner, meeting and exceeding;
- Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied;
- Gain and maintain current knowledge of Teradata Customer Services Policies and Procedures.
Technical Skills:
- SQL knowledge and experience;
- Proven experience of java development or development using any other object oriented programming language;
- Experience of development client-server applications and/or web-services will be a strong candidate’s differentiator;
- Software troubleshooting & support experience;
- Ability to read English technical documentation;
- Strong communication skills, patience and analytical mindset.
What we offer:
- World-class technical training within Teradata University, LinkedIn Learning, Udemy;
- Opportunity to participate in multinational projects;
- Strong professional team;
- Annual bonus;
- Opportunity to work with and develop leading and innovative technologies and know how in high-speed and heavy load data base and event-based and inbound marketing;
- Meal allowance;
- Medical and life insurance;
- Employee referral program.
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