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Technical Support Engineer, French Speaker (S)

Location: Dublin, Ireland

Notice

This position is no longer open.

Job Number: 23036

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. 

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 possess excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy.
  • You are comfortable working both independently and collaboratively.
  • Your 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 work with a wide range of technologies including Java, Windows, Linux and a wide range of databases – particularly Oracle and MS SQL Server.
  • Ability to construct complex SQL statements and some knowledge of a DBA’s role.
  • You set an example for good work procedures and practices.
  • Be passionate about delivering high quality service to customers, with focus on continuous improvement.

Your Responsibilities

Your primary responsibilities involve troubleshooting, analysing complex technical problems and working with the customer and Informatica development to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications with 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.
  • 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 provide assistance in identifying, reporting and resolving product defects.
  • Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.

Your Qualifications

  • A BSc/MSc (or equivalent) in Computer Science or related technical field.
  • 3+ years of industry experience in supporting mission critical software components.
  • Excellent written and verbal communication and problem-solving skills are essential.
  • A high degree of analytical, trouble shooting and problem-solving abilities.
  • Excellent grasp of relational database management theory and practice – particularly Oracle and MS SQL Server.
  • Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
  • 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.
  • Excellent verbal and written skills in English and French. Fluency in another European language would be a bonus.

 

City: Dublin

State:

Seniority Level: Associate

Alternative Location(s) :

Community / Marketing Title: Technical Support Engineer, French 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:

Location_formattedLocationLong: Dublin, IE

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