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Senior Product Specialist Engineer

Location: Chicago, IL, USA

Notice

This position is no longer open.

Job Number: 21978

Position Title: Senior Product Specialist

External Description:

Our Company

Informatica is the only Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Informatica enables companies to unleash the power of data to become more agile, realize new growth opportunities, lead to new inventions resulting in intelligent market disruptions. With over 7,000 customers worldwide, Informatica is the trusted leader in Enterprise Cloud Data Management.

Our Team

Informatica’s Ultra Messaging suite is a family of next-generation, low latency messaging software products. They deliver extremely low latency, highly efficient messaging capabilities over any network, along with very high throughput with 24x7 reliability. With these high performance messaging products, IT organizations can dramatically improve messaging system resilience and performance, reduce IT infrastructure costs, and develop distributed applications that provide a competitive advantage.

Your Opportunity

We are looking for a technical support engineer, with software development experience and IP networking experience, to join our Global Customer Support Organization. As a Senior Product Specialist engineer, you will provide technical support for the Ultra Messaging product line. You 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.

Our Ideal Candidate

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 aptitude allows you to adapt to new circumstances and learn quickly when facing new problems and challenges.  Since the Ultra Messaging’s primary user is the customer’s software development team, you also have software design and development skills, as well as knowledge and experience with TCP and UDP network protocols.

Your Responsibilities

  • Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue.
  • 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.
  • Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions. This often involves analyzing packet captures and writing custom code utilizing our products.
  • Coordinate with Quality Assurance and Development teams to provide assistance in identifying, reporting and resolving product defects.
  • Author, edit, publish and maintain a knowledge base of known issues/solutions.
  • Provide regular reports for management that measure the effectiveness of the technical support function.

 

Your Qualifications

 

  • Bachelor's Degree in Computer Science, Information Systems, or a related technical discipline.
  • Experience either as a software developer in the Linux and Windows multi-threading environments. Experience with C is mandatory.  Experience with Java and/or C# is a plus.
  • 5+ years of experience in the software industry.
  • Excellent understanding of basic TCP and UDP protocols. Understanding of multicast is a plus.
  • Excellent Analytical skills and strong attention to details.
  • Must possess critical thinking, problem solving, and decision-making skills.
  • Excellent interpersonal and collaborative skills.

Informatica is an Equal Opportunity Employer (EOE)

Informatica offers a competitive compensation package that includes base salary, medical, retirement, unlimited flexible time off and more. Our generous benefits vary depending on your geographic work location. It’s an exciting time to work at Informatica. You can learn more about our company, our products and services at www.informatica.com. We are an Equal Opportunity Employer (EOE).

 

City: Chicago

State:

Seniority Level: Mid-Senior Level

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Community / Marketing Title: Senior Product Specialist Engineer

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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:

Location_formattedLocationLong: Chicago, Illinois US

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