Product Support Engineer, Hardware

Requisition Number: 212725

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

 

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Tijuana

State: Mexico

Community / Marketing Title: Product Support Engineer, Hardware

Job Category: Engineering

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote: #LI-Remote

Location_formattedLocationLong: Tijuana, Mexico MX