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Applications Support Engineer - 208379

Full Time
On-Site

Moscow, Russia

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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