Title:  GSO Product Support Engineer

ACT-Data Resiliency Team 

What You’ll Do:  (job summary including something about work environment)

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. 

Key Responsibilities 

• Adhere to Teradata Incident Management Process
• Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
• Develop in-depth knowledge of Teradata Client Apps products (DTU/DSA/Business Continuity)
• Work with internal and external customers to deliver technical analysis and solutions for Teradata product issues
• Act on the DTU Migration issues with the sense of Urgency and perform the deep analysis for the root cause of the migration.
• Recreate customer issue scenarios to assist with root cause analysis
• Interact with internal and external stake holders to isolate product defects
• Evaluate product/process opportunities by using the Lateral thinking
• 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/issues
• Experience working in a mission critical, 24/7 environment (Work environment in Shifts and on-call rotation)
• Assist in technical mentoring
• Must be Versatile to work/support on any Client ACT portfolio Product areas

Basic Qualifications

• Experience with LINUX , Cloud Environments and/or other OS environments
• Experience working in a geographically dispersed support team environment
• Ability to effectively technical knowledge
• 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
• Work collaboratively with the team

Bachelor’s Degree in Computer Science or a related technical discipline 5+ years of experience

Specific Qualifications
• Be a Learning Mindset attitude and Customer focus , Sense of Urgency behavior
• Working knowledge on Teradata Database, SQL OR Any Client Application tools like Viewpoint/Data Mover/DSA/Unity
• Working experience of SUSE LINUX operating system
• Basic understanding of the cloud environments.
• Basic understanding of network architecture
• Practical knowledge in installation and upgrade processes
• Basic understanding on any programming skills like Java or C/C++