Product Support Engineer

Job Number: 174782 Primary Location: China China
Schedule: Full-time Organization: Services

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.
Key Responsibilities
• 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 to assist with 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
• Experience working in a mission critical, 24/7 environment
• Technical mentoring of team members


 
Qualifications


Basic Qualifications


• 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
• Excellent oral and written communication skills
• Ability to effectively share technical knowledge
• Experience using a problem ticketing system
• Bachelor’s Degree in Computer Science or a related technical discipline 5 years of experience

Preferred Qualifications

• Experience supporting customers using different Unity configurations
• Proficient using the Linux CLI, including ability to write simple scripts for quick log analysis (shell, perl, awk, etc)
• Proficient with SQL writing and analysis
• Proven knowledge of Java, C, C
• Proficient with Teradata architecture, database design, database processing
• Proven knowledge of Teradata transactional processing
• Intermediate knowledge of object management, routing management, system management in dual active environment
• Intermediate knowledge of transaction processing, sequencing, locking, dispatching in dual active environment
• Intermediate troubleshooting/problem-solving skills
• Intermediate debugging skills/exposure to GDB
• Experience with client aspects of Unity product (endpoint processing / parsing, dispatcher tdp processing)
• Proficient with client applications (bteq, load utilities, etc.)
• Willing to travel and extended engagement at customer facilities

Benefits You’ll Enjoy

Our total compensation approach includes a competitive base salary, strong work/family programs, and medical, dental and disability coverage.
Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans.


 



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