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Technical Support Engineer

Location: Redwood City, CA, USA

Notice

This position is no longer open.

Job Number: 22231

Position Title: Technical Support Engineer

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 has strategically located Global Customer Support Centers in North America, Europe, and Asia Pacific. This Technical Support Engineer role is based in our Redwood City, CA office. Our single mission is to provide customers with world class technical support to ensure successful implementation of their business solutions using Informatica’s products.

Your Opportunity 

We are looking for a Technical Support Engineer, with a proven record of accomplishment in technical field to join our Global Customer Support Organization. As a Technical Support Engineer, you will provide technical support for all Informatica products. 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. 

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
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
  • Understands impact of work on the feature/product/team
  • Guides own work to timely and complete conclusions - Provide regular reports for management that measure the effectiveness of the technical support function 

Your Qualifications 

  • 5+ years of experience in software support
  • Experience in both of Windows and UNIX/Linux
  • Can communicate in both English and Japanese spoken and written fluently
  • Excellent interpersonal and collaborative skills.

Desirable to have:

  • Experience in second and/or third line support
  • Strong understanding of relational databases like Oracle, Sqlserver, Sybase ASE and IQ,MySQL
  • Experience withSAP, Salesforce, Web Services, Java and Apache.
  • Experience in Informatica suite of products like PowerCenter, PowerExchange, Data Quality, Cloud, etc.
  • Excellent Analytical skills and strong attention to details

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: Redwood City

State:

Seniority Level: Associate

Alternative Location(s) :

Community / Marketing Title: Technical Support 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: Redwood City, California US

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