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GSO Product Support Engineer (Applications)

Location: Tijuana, Baja California, Mexico

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Requisition Number: 215626

External Description:

GSO Product Support Engineer (Applications)

Location: Tijuana, Baja California, Mexico
 

What We Do:

Teradata delivers business outcome led through technology-enabled solutions in the areas that matter most – from operational excellence and asset optimization, to customer experience and product innovation, to finance transformation and risk mitigation.  We work with leading businesses in over 75 countries worldwide. Our clients include many of the top performers and best-known brands in telecom, transportation, consumer packaged goods, financial services and manufacturing.  We focus on turning the most complex and challenging data sets into high-value assets that produce high-impact insights and tangible value for the business. We empower companies to achieve high-impact business outcomes. Our focus on business solutions for analytics, coupled with our industry leading technology and architecture expertise, can unleash the potential of great companies.

What You’ll Do:  

Teradata Product Support Engineers are key members of an expert team of support analysts, focused on delivering a myriad of deep-level technical support related assignments to both internal and external audiences. The successful candidate will have a deep 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, creative, support analyst who is ready to contribute to Teradata's success.

This product support team supports several applications, including:

  • Teradata QueryGrid, a high-speed parallel data fabric that spans multiple systems and provides the flexibility to integrate different file systems, operating systems, data types, analytic engines, and system design characteristics.  QueryGrid is strategically important to Terada’s hybrid cloud and multi-cloud connectivity enablement journey.
  • Teradata ViewPoint, a framework to display portlets that enable users across the enterprise to view current data, run queries, and make timely business decisions, reducing the database administrator workload.

The applications supported by this team are deployed and used extensively by the largest companies in the world to leverage big data to solve the biggest data management challenges. 


Key Responsibilities:

  • Develop in-depth knowledge of Teradata products
  • Work with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Recreate problems to assist with root cause analysis
  • Interact with peers and engineering to isolate product defects
  • Adhere to Teradata Incident Management Process
  • Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
  • Coordinate proper escalations, where needed, for unresolved issues
  • Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures and Service offerings
  • Create knowledge on new learnings
  • Work in a mission critical, 24/7 environment
  • Assist in technical mentoring

Basic Qualifications:

  • Experience with LINUX and/or other OS environments
  • Experience working in a geographically dispersed support team environment
  • 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
  • Excellent oral and written communication skills
  • Experience using a problem ticketing system
  • Ability to effectively share technical knowledge
  • Able to troubleshoot complex software problems and dive into technical details in large enterprise data analytics platform and software applications as needed
  • Experience with Cloud platforms – AWS, Azure, Google Cloud, VMware
  • Experience with large scale distributed software systems
  • Knowledge of data platform technologies, data integration, enterprise data warehouse and analytical ecosystem
  • Bachelor’s Degree in Computer Science or a related technical discipline
  • 2+ years of experience

Preferred Qualifications:

  • 24x7x365 support experience preferred
  • Teradata knowledge and experience is strongly preferred
  • Experience with Teradata/Vantage in Cloud
  • Experience analyzing data
  • Closed Loop/Corrective Action experience
  • Experience with application programming desirable
  • Working knowledge of database and SQL
  • Solid understanding of full software stack from OS, Networking, Storage to UX/UI
  • Basic understanding of security and authentication mechanisms such as Kerberos and LDAP
  • Capable of presenting problem resolution process, root cause analysis, and activities underway in technical and tactical terms to customers and customer-facing teams

Work Environment:

  • 24x7x365 support environment with on-call rotation, weekends and after hours
  • High reliability and availability to be engaged even when not on-call or alternate shifts may be required
  • Global organization
  • Some travel may be required

CountryEEOText_Description:

City: Tijuana

State: Mexico

Community / Marketing Title: GSO Product Support Engineer (Applications)

Job Category: Customer Support

Company Profile:

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

LinkedIn Remote: #LI-Remote

Location_formattedLocationLong: Tijuana, Mexico MX

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