Product Support Engineer, Platform
Location: Tijuana, BC, Mexico

Are you a problem solver? Do you like a fast-paced technical environment that allows you to work with customers, field representatives, and engineers? If so, the position of Product Support Engineer is a great fit for you.

What You’ll Do

Teradata Product Support Engineers are key members of a team of support analysts and subject matter experts, focused on delivering deep-level technical support to customers. A successful Product Support Engineer will develop a strong understanding of the Teradata Analytics Platform which consists of NewSQL engine, machine learning, analytic nodes, and supporting analytic applications that surround Teradata’s analytic platform and ecosystem. The ideal candidate is highly motivated with core capabilities in problem-solving methodologies in technology areas that can be applied across the Teradata Analytical Ecosystem. This can include problem-solving with Databases, Analytic Applications, Business Intelligence Tools, Data Movement Technologies, Data Protection Technologies, Operating Systems, Linux, Networking, and System Performance.

Key Responsibilities

• Develop product knowledge of Teradata Analytic Ecosystem for effective problem solving
• Work with customers to deliver technical analysis and solutions for Teradata product issues
• Application of structured problem-solving methods to appropriately identify, isolate, reproduce, and resolve customer incidents
• Problem recreation & Root Cause Analysis (RCA)
• Interaction with Engineering and other peers to isolate product defects
• Track key technical actions, owners, and ensure problem-solving steps are clearly communicated and being tracked for status updates
• Treating every customer professionally and with respect; ensure positive customer experience and satisfaction
• Follow Incident Management Process & escalate when necessary

Basic Qualifications

• Fluent in English & Spanish (Effective oral and written communication skills)
• Bachelor’s Degree in Computer Science or a related technical discipline
• 2+ years of technical experience working in large server environments
• Experience supporting a Linux or UNIX operating system
• Demonstrated problem-solving skills and analytical ability
• Ability to work effectively both independently and in a team environment
• Strong time management skills and multi-tasking abilities
• Experience using a ticketing system or incident management system such as ServiceNow
• USA B1 Visa Required (or ability to obtain) 

Preferred Qualifications

• Experience supporting customers using complex configurations/products
• Knowledge of Relational Databases
• Experience with scripting (Python, Perl, Bash, etc.)
• Knowledge Linux System administration
• Understanding of Network architecture and troubleshooting
• Understanding of problem recreation techniques
• Experience with Dell and Intel servers
• Knowledge of NetApp and Seagate disk arrays
• Knowledge of SAN Environment