Product Support Engineering Intern

About The Opportunity

The Global Support Organization (GSO) team are key support analysts, focused on delivering deep-level technical support to both internal and external customers. The intern is to join Product Support Engineering and build expertise across key technology areas including Database, Platform Infrastructure, Networking, and AI. He/she will troubleshoot and resolve complex technical issues, collaborate with engineering and product teams, and develop AI-powered support agents and automation that improve how we diagnose, resolve, and prevent customer issues. This role offers hands-on experience with modern technologies while building the skills needed to become a next-generation support engineer.

Key Responsibilities

• Develop in-depth knowledge of Teradata products
• Participate in discussions with customers to deliver technical analysis and solve product issues
• Collaborate with the team on customer incidents/cases, identify customer problems through investigation, problem recreation and perform Root Cause Analysis (RCA)
• Interact with Engineering and peers to isolate product defects
• Adhere to Incident Management Process
• Identify and implement improvements for processes, products, and tools
• Treat every customer professionally and with respect
• Coordinate proper escalations for unresolved issues and staying actively engaged
• Contribute to the content and quality of our knowledge articles
• Analyze operational workflows and identify opportunities for standardization and automation.
• Monitor operational metrics and support reporting and dashboard development.
• Develop or enhance scripts and tools that improve operational efficiency.
• Utilize AI and automation technologies to streamline engineering processes.
• Create and maintain technical documentation and operational playbooks.
• Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures, and Service offerings

Requirements & Tech Stack

• Pursuing a B. E. /B. Tech degree in Computer Science or related engineering discipline.
• Strong understanding of Operating Systems, Database Concepts, and Computer Networks.
• Knowledge of programming fundamentals and problem-solving techniques.
• Strong analytical and communication skills.
• Ability to work effectively in a collaborative environment.

Preferred Skills

• Linux/Unix Administration
• Python Programming
• Shell Scripting
• SQL and Database Technologies
• Automation and DevOps Concepts
• Cloud Fundamentals
• Log Analysis and Troubleshooting
• Generative AI and AI Productivity Tools

Learning Opportunities

The intern will gain exposure to enterprise customer support, incident management, troubleshooting methodologies, cloud technologies, data analysis, and cross-functional collaboration while working with experienced support professionals.