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Teradata Product Support Engineers provide deep-level technical support related to Teradata database, cloud, and associated tools and platforms. They are responsible for delivering solutions to customer issues, recreating complex problems for analysis, and reviewing new feature design. They work in a mission-critical, 24/7 environment and must have strong problem-solving and communication skills.
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, cloud 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 towards customer’s cloud journey.
Key Responsibilities
Adhere to Teradata Incident Management Process
Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures and Service offerings
Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
Develop in-depth knowledge of Teradata Client Software, Client Applications (Viewpoint, DataMover) , Analytical Application products. As well as System Performance, and Platform
Work with internal and external customers WITH SENSE OF URGENCY to deliver the workaround/solution within the SLA.
Primary responsibility to work on the Client Apps and Analytical App (Viewpoint, DataMover , CIM ,EAS , ModelOps) related issues with the sense of Urgency and perform the deep analysis for the root cause and provide the solution to customer issues.
Recreate complex problems to assist with root cause analysis and communicate the product defects to internal stake holders.
Reviewing high level design specs of new feature before release and have technical discussion with eng, to make sure is supportable and user friendly and share the learning and best practices with the team.
Evaluate product/process opportunities by using the Lateral thinking
Create knowledge on new learnings/issues and share with the team .
Experience working in a mission critical, 24/7 environment (Work environment in Shifts and on-call rotation)
Flexible to work on Sat/Sun shifts and extend the time to solve the complex/long running issues.
Who You’ll Work With
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.
