Product Specialist (European Language Speaker) (S)

Job Number: 25421

Position Title: Product Specialist

External Description:

Your Opportunity:

Informatica is currently seeking an enthusiastic, motivated individual to join our European team of highly skilled support staff.  This position will be supporting our customers across Europe.   You will be responsible for providing world class technical support to Informatica customers, professional services team, sales consultants and partners.

Our support teams deal with a wide range of products including Cloud, Master Data Management, Data Integration, GDPR tools for Data Quality and Governance and Big Data.  We have a full range of equipment in our support labs to replicate our customer’s environments and aid with problem isolation. This is an exciting opportunity for someone looking to gain experience across a wide range of architectures and differing environments. 

Our Ideal Candidate:

• We are looking for a team player who strives for excellence.
• You are a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability.
• You possess excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy.
• You 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.
• You are comfortable to program in JAVA/C++ and have in-depth knowledge of programming and operating systems.
• Experience working with a wide range of technologies including Windows, Linux and a wide range of databases – particularly Oracle and MS SQL Server.
• You set an example for good work procedures and practices.
• You inspire and motivate people to work together and continue learning.
• Be passionate about delivering high quality service to customers, with focus on continuous improvement. 

Your Responsibilities:

Your primary responsibilities will be a Product Specialist for both internal and external customers.  This position will also work closely with internal development and support staff to solve technical product problems and provide third line support. You will also drive and support the customers' implementation process, working closely with our customers and Informatica technical support. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications to customers at all levels to maintain positive relationships.

Additional responsibilities include but are not limited to the following:

• Managing customer issues within our SalesForce.com CRM system
• Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web.
• Manage the technical support lifecycle all the way to resolution by verifying the situation, isolating and reproducing problems and managing customer expectations and communications throughout.
• Reproduce product behaviour to determine the problem root-cause and to find work-arounds and solutions.
• Coordinate with QA and Engineering teams to provide assistance in identifying and resolving product defects.
• Ability to ensure actions are followed-up in a timely manner and attention to detail.
• Awareness of dealing with customer sensitive data, confidentiality and discretion.
• Ability to deal with difficult customer situations.
• Coordinate with other teams to aid in identifying, reporting and resolving product defects.
• Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.
• Provide regular reports for management that measure the effectiveness of the technical support function

Your Qualifications:

• A BSc/MSc (or equivalent) in Computer Science or related technical field.
• 5-7 years of industry experience in supporting mission critical software components.
• Prior experience in troubleshooting problems to the source code level in Java is required.
• Excellent grasp of relational database management theory and practice.
• Experience with Data Warehousing, Data Integration and Business Intelligence tools is preferred.
• Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
• Experience of Hadoop ecosystems would be a bonus.
• Knowledge areas of networking such as TCP/IP and NFS.
• Ability to work under own initiative and respond to peaks in demand.
• Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.
• Ability to work constructively together as a team, sharing ideas and resources.
• A high degree of analytical and problem-solving skills
• Excellent verbal and written communications skills in English. Fluency in one of the following languages Spanish, Dutch, Portuguese, Italian, French or German is required.

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City: Maidenhead

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Product Specialist (European Language Speaker) (S)

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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: Maidenhead, GB