Professional Cloud Support Engineer

Our company

At Teradata, we believe that people thrive when empowered with better information. Teradata Autonomous Knowledge Platform activates enterprise intelligence by unifying data, knowledge and business context to achieve tangible outcomes. With Teradata, organizations can provide agents with full context for impact when it matters. Our solution lets businesses connect and scale on premises, in the cloud, or through a hybrid approach. Teradata delivers real business value with AI.

What You'll Do

As a Professional Cloud Support Engineer, you will provide operational support for Teradata's cloud-based services across major public cloud platforms, primarily supporting Teradata's as-a-service cloud offerings within Amazon Web Services (AWS).

In this role, you will be part of a support organization responsible for maintaining reliable, secure, and high-performing cloud services for enterprise customers. You will troubleshoot infrastructure issues, support customer environments, collaborate with cross-functional teams, and contribute to continuous service improvement initiatives.

This is primarily a support and operations-focused position, requiring strong AWS knowledge, customer engagement skills, and cloud infrastructure expertise rather than software development experience.

Key Responsibilities

• Provide operational support and participate in incident response and operational support activities across multiple customers' AWS environments within a 24/7 global support framework, especially during the AMS Pacific shift.
• Execute risk assessments during task execution to ensure platform stability and minimize service impact.
• Implement and maintain AWS security best practices, including IAM, encryption, compliance, governance controls, and security monitoring.
• Monitor system performance, resource utilization, throughput, and platform health; proactively optimize AWS resources and operational efficiency.
• Provide real-time troubleshooting and issue resolution, including participation in customer calls, incident bridges, and service review meetings.
• Lead technical discussions during critical incidents and effectively communicate status updates, risks, and remediation plans to customers and stakeholders.
• Respond promptly to incidents, perform root cause analysis, and implement preventive and corrective actions.
• Manage customer escalations and ensure timely resolution of production issues while maintaining a high level of customer satisfaction.
• Maintain accurate and up-to-date documentation for cloud configurations, operational procedures, troubleshooting guides, and customer-facing knowledge resources.
• Collaborate across globally distributed teams to ensure timely and effective resolution of technical and operational issues.
• Ensure consistent achievement of SLAs, SLOs, and KPIs while maintaining a strong focus on customer experience and service excellence.
• Participate in an on-call rotation and provide support for critical production incidents when required.

Who You'll Work With

You will work closely with a diverse set of teams across the organization, including: Cloud Operations, Site Reliability Engineering (SRE), Product Engineering, Governance and Compliance, Service Delivery, Customer Support, and Service Experience Management

You will also interact directly with customers, cloud providers, and various internal stakeholders to ensure successful service delivery and issue resolution.

What Makes You a Qualified Candidate

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (Master’s degree preferred).
• 3+ years of hands-on experience supporting, deploying, and managing AWS-based solutions in production environments.
• 3+ years of experience in technical support, cloud operations, managed services, production support, or customer-facing engineering roles.
• Strong understanding of AWS architecture, infrastructure, networking, security, and operational best practices.
• Intermediate proficiency in Linux administration and shell scripting.
• Experience troubleshooting complex infrastructure, platform, application, and performance-related issues.
• Experience working directly with customers to resolve technical issues and provide operational guidance.
• Experience participating in customer-facing incident management, escalation handling, and service review discussions.
• Basic working knowledge of relational databases such as Teradata, Oracle, DB2, PostgreSQL, or similar platforms.
• Advanced professional proficiency in written and spoken English, including the ability to effectively lead customer discussions, incident bridges, service reviews, and technical presentations while clearly communicating complex technical concepts to both technical and non-technical audiences.
• Strong written, verbal, and presentation skills.
• Proven ability to work effectively as part of a collaborative, globally distributed team.

Certifications

Required

• At least one associate cloud certification, such as:
• AWS Certified CloudOps Engineer – Associate
• AWS Certified Solutions Architect – Associate

Preferred

• AWS Certified Solutions Architect – Professional
• ITIL Foundation Certification

What You'll Bring

• A customer-first mindset with a strong focus on service quality.
• A passion for troubleshooting and resolving complex challenges.
• The ability to remain calm and organized during critical incidents.
• Strong collaboration skills and the ability to work across technical and non-technical teams.
• A commitment to continuous learning within cloud infrastructure and operations.

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