Customer Support Engineer

KOMTAŞ BİLGİ YÖNETİMİ DAN. VE TİC. A.Ş.

POSITION SUMMARY

This is a Customer Support Engineer role and it involves three key components, Product Support (remote/on-site), Account Management and On-site Engineering.

Job Description:

Customer Support Engineer would be responsible for providing on-site or remote support for Komtas Customers, such as hardware & software fault resolution, and software installation. The candidateshould also perform the DBA related tasks in key areas of System Administration, Database Administration, Backup, Archive & Restore Management, Performance Management & Reporting.

The successful candidate will be required to take part in 7x24 on call (roster basis) covering Komtas customers. This will involve on-site presence to address customer faults and apply preventive maintenance , system installations and Hardware/Software upgrades will also be included.

Responsibilities and Tasks:

•            Analyze complex technical problem situations in the Teradata and Big Data environments.

•            Take suitable measures to solve the system interruption, as necessary by engaging support of partners and/or regional/global Teradata & Hortonworks/Cloudera remote support centers.

•            Plan and implement complex upgrades of hardware and/or software

•            Manage spare part availability

•            Create documentation on customer installations, upgrades or problem-solving activities

•            Customer Support Engineer will support following HW and SW products but, not limited to.

•            System Performance monitoring using Teradata Viewpoint.

•            Exposure to Teradata tools like Teradata Administrator/SQL Assistance/Studio etc.

•            User/objects & access rights management as per Teradata Best practices.

•            Exposure to backup and restore process using Veritas NetBackup(TARA) / Netvault / Tivoli/ DSA etc.

•            Exposure to manage the development/QA boxes.

•            Exposure as an Development DBA.

•            Well conversant with various ticketing system/production change request/ Teradata Incident management.

•            Exposure to troubleshoot the FastLoad / Multiload/ FastExport/ BTEQ/ TPump errors, should be good at error handling.

•            Exposure to DWH Env (Knowledge of ETL/DI/BI Reporting).

Basic Qualifications

• Engineering Graduate
• 2 - 5 years of work IT experience
• Good oral and written communication skills in the Turkish and English language.
• Must be willing to provide 24x7 on-call support on a rotational basis with the team.
• Should have worked in Unix/Linux platforms.
• Experience in Database and SQL,working experience as an DBA is preferred.
• Experience in Big Data Platforms
• Good interpersonal skills / strong teamwork
• Good documentation skills
• Good presentation, communication skills.