Product Support Engineer (IV)
Teradata Analytics Platform Support Team LeadTeradata is looking for a Global Support Team Lead for Teradata’s Analytics Platform (TDAP), a key differentiator for our company and the most important new product.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 an acknowledged Teradata technology, especially Analytical Ecosystem, an expert with strong interpersonal and communications skills, excellent analytical skills, ability to plan and organize. The successful candidate will have the ability to lead, mentor and transfer knowledge to others.Key Responsibilities• Work and lead in a mission-critical, 24/7 environment• Technically lead and mentor team members• Serve as the Customer Care Advocate for TDAP customers• Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues• Initiate product serviceability improvements • Participate in the review of new releases and product features prior to deployment• Recognize problem trends through detailed data analysis• Drive process, product and tool improvement • Comprehensive knowledge of Teradata products• Replicate problems and drive root cause analysis• Interact with Engineering and peers to isolate product defects• Adhere to Teradata Incident Management Process• Treat every customer professionally and with respect and cultural awareness; 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• Contribute to the content and quality of the knowledge baseBasic Qualifications• Ability to work and lead in a mission-critical 24/7 environment and participate in an on-call rotation• Proven technical leadership and team leadership• Experience with LINUX and/or other OS environments• Work effectively in a geographically dispersed support team environment• 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• Ability to effectively share technical knowledge• Experience using a problem ticketing system• Bachelor’s Degree in Computer Science or a related technical discipline• 8+ years of experience• Required to work in the San Diego office. Non-local candidates must be willing to relocate to San Diego.Preferred Qualifications• Broad understanding of Teradata product knowledge • Experience analyzing data • Closed Loop/Corrective Action experience• Experience with analytical functions and analytics tools• Ability and passion to script and code for automation to improve support efficiency
Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans.
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Team Lead - Teradata Analytics Platform Support
Teradata empowers companies to achieve high-impact business outcomes through analytics. With a powerful combination of Industry expertise and leading hybrid cloud technologies for data warehousing and big data analytics, Teradata unleashes the potential of great companies. Partnering with top companies around the world, Teradata helps improve customer experience, mitigate risk, drive product innovation, achieve operational excellence, transform finance, and optimize assets. Teradata is recognized by media and industry analysts as a future-focused company for its technological excellence, sustainability, ethics, and business value.The Teradata culture isn’t just about one kind of person. So many individuals make up who we are, making us that much more unique. It’s what sets apart the dynamic, diverse and collaborative environment that is Teradata. But even as individuals, there’s one thing that we all share —our united goal of making Teradata and our people the best we can be.
San Diego, California US