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Lead Technical Support Engineer

Location: Austin, TX, USA

Notice

This position is no longer open.

Job Number: 28060

Position Title: Lead Technical Support Engineer

External Description:

This key individual will serve as Technical Support champion for both internal and external customers. The Sr. Technical Support Engineer will exercise independent initiative with the authority to act in order to meet all requirements for the customer.

  • Diagnose and resolve customer inquiries and technical issues related to operating Informatica software products in customer’s environment.
  • Re-create technical issues and product behavior in-house to determine root-cause, and suggest applicable workarounds or solutions.
  • 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.
  • Co-ordinate with QA and Engineering teams to triage product fixes and features, and to verify fixes before delivering to customers.
  • Author, edit, and publish Informatica knowledgebase articles for issues and solutions
  • Manage communications/expectations to customers at all levels to maintain positive relationships.
  • Utilize information tools, training and experience to provide high level of customer satisfaction.
  • Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products.

Requirements:

  • Bachelor’s degree in Computer Science or related technical field with 5+ years of industry experience OR Master’s degree in Computer Science or related technical field with 2+ years of industry experience in supporting mission critical software components
  • Experience in Databases, Data Integration Enterprise Software, Data Warehousing products
  • Excellent grasp of relational database management theory and practice
  • Excellent written and verbal communication
  • High degree of analytical and problem solving abilities
  • Strong debugging and troubleshooting skills
  • Experience in Oracle, MSSQL Server, DB2, or Teradata
  • Experience in various operating systems such as Windows, UNIX/Linux
  • Knowledge of computer networking concepts
  • Ability to work with minimum supervision
  • Team player who shares ideas and resources
  • Experience with Informatica PowerCenter versions 9 or 10, or Informatica Cloud products preferred

City: Austin

State: Texas

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Lead Technical Support Engineer

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-JL1

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: Austin, Texas US

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