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Senior Technical Support Engineer

Location: Seoul, South Korea

Notice

This position is no longer open.

Job Number: 25946

Position Title: Sr Technical Support Engineer

External Description:

Our Team

Informatica has strategically located Support Centres in Asia Pacific, North America and Europe. Our single mission is to provide customers with world class technical support to ensure successful implementation of their business solutions using Informatica products. GCS, India was established in 2004 to support Informatica software deployment during regional installations as well as geographically-dispersed projects.

 

Your Opportunity

We are looking for a Senior Technical Support Engineer with a proven record of accomplishment doing Technical support for Software products to join our Global Customer Support team. In this role, you’ll use your analytical thinking and influencing skills for becoming a trusted advisor to our customers on technical issues through ongoing technical relationship guidance during the whole cycle of a technical issue from inception to closure. You would also work with other Principal Lead engineers to ensure operational efficiency. This role is based in Seoul, South Korea.

Our Ideal Candidate

You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical engineer. You possess superb communication and customer-relationship skills – responsiveness, sensitivity, diplomacy – and are comfortable working both independently and collaboratively. Your advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. Applying your superior technical Skills to meet service request SLAs, meet and exceed customer expectations.

Your Responsibilities

As an integral part of the Global Customer Support team, you will provide technical support for Informatica products. The Technical Support Engineer will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the Informatica support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Informatica is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:

  • Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
  • Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
  • Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions are converted to Knowledgebase articles
  • Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
  • Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
  • Understands impact of work on the feature/product/team
  • Continuously enhancing knowledge through trainings and e-learning courses
  • Helping customers succeed
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
  • Provide regular reports for management that measure the effectiveness of the technical support function

Your Qualifications

  • BE , BTech, MCA degree or equivalent technical experience.
  • Less than 3 years of experience in the software industry.
  • Extensive hands-on development or administration experience with Power center or any other Data Integration tools
  • Frequent English communication skill is required.
  • Knowing big data and cloud knowledge is preferred.
  • Any Relational Database experience like Oracle, MS-SQL, and DB2 with in depth knowledge.
  • Strong in fundamentals of UNIX or Linux operating system
  • UNIX shell Scripting or Windows Batch File Scripting would give you an edge over other candidates.
  • Strong in Data Warehousing fundamentals and Knowledge of ETL and data management
  • Experience either as a technical support engineer for enterprise application or as an implementation consultant, with experience in front-line contact with customers/Clients via phone and e-mail. Experience in second and/or third line support is an advantage.
  • Excellent analysis, debugging, problem solving and troubleshooting skills
  • Positive mind set of customer satisfaction

City: Seoul

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Senior Technical Support Engineer

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-OG1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Seoul, KR

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