Applications Support Engineer

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.