Senior Technical Support Engineer

Job Number: 23590

Position Title: Sr Technical Support Engineer

External Description:

Informatica employs more than 300 staff in the Global Customer Support division with locations worldwide.  Informatica has been voted #1 in customer loyalty for 11 years in a row (click here for press release). 

Your Opportunity

Informatica is currently seeking an enthusiastic, motivated individual to join our European team of highly skilled support staff. 

This position is for a Product Specialist, with a proven record of accomplishment in technical field to join our Advanced 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 and complex Data Integration environment, you will work with our EMEA customers to solve complex technical problems, related to the product and its peripheries such as databases, operating systems and networks.

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

• A natural leader and team player who strives for excellence and resourceful technical ability
• Be passionate about delivering high quality service to customers, with focus on continuous improvement.
• Good communication and customer-relationship skills – responsiveness, sensitivity, diplomacy 
• Comfortable working both independently and collaboratively
• Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. 
• Ability to program in Java/C/C++ and have in-depth knowledge on programming and operating systems (Windows and Linux)
• Ability to construct complex SQL statements and some knowledge of a DBA’s role.
• Inspire and motivate people and able to set the example for good work procedures. 

Your Responsibilities

You will serve as Product Specialist for both internal and external customers. This position also works closely with internal development and support staff to solve technical product problems and provide third- line support.  Primary responsibilities involve troubleshooting complex technical problems and working with the customer and Informatica development to resolve technical roadblocks. You will work closely with customers to ensure they successfully implement and adopt the product.  You will 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.

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.
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
• Ensure actions are followed-up in a timely manner and attention to detail.
• Be aware of dealing with customer sensitive data with confidentiality and discretion.
• Manage difficult customer situations calmly and professionally
• 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.
• 4+ years of industry experience in supporting mission critical software components.
• Prior experience in troubleshooting problems to the source code level in C, C++ and Java is required.
• Excellent grasp of relational database management theory and practice (Oracle, MS SQL Server and/or DB2).
• Demonstrable experience with Web Services, WSDL, SOAP and REST.
• Knowledge areas of networking such as TCP/IP and NFS.
• Experience with Data Warehousing, Data Integration and Business Intelligence tools is preferred.
• Experience with SAP, Siebel, PeopleSoft, EAI products will also be helpful.
• Excellent written and verbal communication and problem-solving skills are essential.
• A high degree of analytical, trouble shooting and problem-solving abilities.
• Constructively work together as a team, sharing ideas and resources.
• Strong debugging and troubleshooting skills.
• Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
• Ability to work with minimum supervision.
• 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.
• Excellent verbal and written skills in English and fluency in another European language would be a bonus.  

 

City: Maidenhead

State:

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Senior 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: Limited

Location_formattedLocationLong: Maidenhead, GB