Product Support Engineer III in San Diego, CA

$100K - $150K(Ladders Estimates)

Hadapt   •  

San Diego, CA 92101

Industry: Enterprise Technology

  •  

5 - 7 years

Posted 43 days ago

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

  • Full ownership of customer incidentsDiscuss with customer and site team to fully understand the issue being reported, and the Who, What and When
  • Actively engage in investigations and analysis
  • Drive discussions with team members, other Product support teams and Engineering
  • Coordinate/drive proper escalations, where needed, for unresolved issues while staying actively engaged
  • Recreate problems to identify root cause analysis
  • Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
  • Develop in-depth knowledge of Teradata products
  • 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
  • Technical mentoring of team members
  • 24x7x365 support environment/experience and willingness to work on-call rotation, weekends and after hours. High reliability and availability even when not on-call

Basic Qualifications

  • Experience 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
  • Kubernetes, dockers, containers knowledge
  • Ability to quickly assimilate technical knowledge
  • 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

Specific Skills You'll Need for this Role:

  • Experience supporting customers using complex configurations/products
  • Knowledge of Teradata Database
  • Ability to learn multiple new product areas associated with Teradata
  • Knowledge of TCP/IP protocol, network architecture and network troubleshooting
  • Proven knowledge of Linux operating systems
  • Solid knowledge of problem recreation techniques on Linux operating systems and for Parallel Database Extensions
  • Solid personal management skills to intelligently prioritize workload on multiple problems simultaneously
  • Strong understanding of Parallel Database Extensions as used with the Teradata Database Systems
  • Support function for complex configurations/products
  • Able to prioritize workload while working on multiple problems simultaneously

Benefits You'll Enjoy

  • Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage
  • Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans


Valid Through: 2019-10-2