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Lead Support Engineer

Location: Redwood City, CA, USA

Notice

This position is no longer open.

Job Number: 22650

Position Title: Lead 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

We are looking for a Lead Support Engineer with a proven record of accomplishment doing Technical support for Software products (Cloud or On-premise) 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 get opportunities to work with other Principal Lead engineers to ensure operational efficiency. As an employee with Informatica’s Global Customer support Team.

As an employee with Informatica:

  • You will be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool.
  • Thriving in a fast-paced Cloud environment, you’ll work with our Cloud customers and solve their complex technical problems, related to Cloud products and its peripheries like databases, saas endpoints and operating systems.
  • On the job training and on-going learning and development are a key part of why our professionals are widely respected and are treated as world number one in technical support arena.

Our Ideal Candidate

  • You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability.
  • You possess good communication and customer-relationship skills – responsiveness, sensitivity, diplomacy
  • Are comfortable working both independently and collaboratively.
  • You’re 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 business acumen and resource management skills you meet requirement, and set the example for good work procedures. In addition to the attributes mentioned, you’ll also be able to:
  • Inspire and motivate people to rally support behind the vision, make it sharable by everyone.

Your Responsibilities

As a part of the Cloud Technical Support, 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 Cloud support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Cloud  is delivering overall superior service and support to our customers.

Additional responsibilities include but are not limited to the following:

  • Manage customer support technical issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support to partners, sales engineers and post-sales consultants via telephone, email and the web.
  • Reproduce product behaviors to determine the problem root-cause(s), issue work-arounds and solutions.
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
  • Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.

SENIOR TECHNICAL SUPPORT ENGINEER (INFORMATICA CLOUD PRODUCTS)

Your Opportunity
We are looking for a Lead SME with a proven record of accomplishment doing Technical support for Software products(Cloud or On-premise) 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 get opportunities to work with other Principal Lead engineers to ensure operational efficiency.

Our Ideal Candidate
- Constructively work together as a team, sharing ideas and resources.
- A high degree of analytical and problem solving abilities.
- You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability.
- You possess good communication and customer-relationship skills – responsiveness, sensitivity, diplomacy
- Are comfortable working both independently and collaboratively.
- You’re advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
- 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
- MS/BS in Computer Science or equivalent technical experience.

- 5+ years of experience in the software industry (Supporting products built in Salesforce.com or any SaaS platform preferable)

- Experience with Informatica or Informatica Cloud products.

- SAAS experience (Nestuite, Microsoft Dynamics, Navision, Workday, Amazon) desirable.

- Experience in various operating systems such as Windows, UNIX/Linux

-Experience with MySQL,Java, Rest or Apex a plus.

- Customer Success Management experience.

- Working knowledge on Informatica Cloud or Cloud Application Integration (ICRT) a plus. Knowledge of ETL, SAAS and data management is desirable.

- 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.

 

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).

 #LI-MR1

 

City: Redwood City

State:

Seniority Level: Mid-Senior Level

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Community / Marketing Title: Lead 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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