Product Support Engineer, BAR (Backup and Restore)
Tijuana, Mexico MX
hace 20 horas

Product Support Engineer, BAR (Backup & Restore)

Tijuana, BC, Mexico (Zona Rio)

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.

Key Responsibilities

  • Develop in-depth knowledge of Teradata products
  • Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Recreate problems and assist in root cause analysis
  • Interact with Engineering and peers to isolate product defects
  • Adhere to Teradata Incident Management Process
  • Identify and implement process, product and tool improvement
  • 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 / 365 environment
  • Work a regular on-call rotation (weekends and after hours)
  • High reliability and availability required as well as engagement even when not on-call
  • Basic Qualifications

  • Fluent in English & Spanish (Effective oral & written communication skills)
  • USA B1 Visa Required (or ability to obtain as a condition of employment)
  • Bachelor’s Degree in Computer Science or a related technical discipline
  • 2+ years of work experience in a technical role
  • Proficient with LINUX and / or other OS environments
  • Work effectively in a geographically dispersed support team environment
  • Technical leadership skills
  • Demonstrated problem-solving skills and analytical abilities
  • Ability to work effectively both independently and in a team environment
  • Strong time management skills and multi-tasking abilities
  • Experience using a problem ticketing system
  • Skills You’ll Develop in this Role

  • Demonstrated level of technical experience with Teradata Backup and Restore Solution : Teradata Architecture (multiple stream operations)Data Stream Architecture and ARC / TARANetBackup (and / or Spectrum Protect / NetVault)SAN / NetworkData deduplication storage (Data Domain)
  • Working experience of SUSE LINUX operating systems
  • Experience analyzing data and creating customer knowledge articles
  • Closed-Loop / Corrective Action experience
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