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Lead Technical Support Engineer

Location: Toronto, ON, Canada

Notice

This position is no longer open.

Job Number: 23256

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 

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 Lead technical engineer, with a proven record of accomplishment in technical field to join our MDM Technical 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 MDM environment, you’ll work with our MDM customers and solve their complex technical problems, related to MDM product and its peripheries like database, OS, Appservers etc.
  • 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 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 MDM 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 MDM support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that MDM 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.

Your Qualifications

  • College degree or equivalent technical experience.
  • At least 4 years of experience in the software industry.
  • Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
  • Strong problem solving skills, ability to think about complex problems and come up with creative solutions
  • Strong analytic capability
  • Strong oral and written communication skills
  • Development and/or Technical Support Experience with J2EE applications, especially as implemented on BEA WebLogic, IBM WebSphere, and JBoss is a plus
  • Hands-on experience trouble shooting Java and J2EE related errors
  • Thorough understanding of data modeling, physical schema properties, triggers, stored procedures, and database backup, restore and recovery processes.

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: Toronto

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) : Redwood City, CA

Community / Marketing Title: Lead 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: Toronto, Ontario CA

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