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Technical Support Engineer - French Speaking (S)

Location: Dublin, Ireland

Notice

This position is no longer open.

Job Number: 23946

Position Title: Technical Support Engineer

External Description:

Our Company:

Informatica Corporation is the leader in Enterprise Cloud data management. Organizations around the world rely on Informatica for maximizing return on data to drive their top business imperatives. Worldwide, over 7,000 enterprises depend on Informatica to fully leverage their information assets residing on-premise, in the Cloud and across social networks.

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

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, Big Data and GDPR tools for Data Quality and Data Governance.  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, Linux and a wide range of databases – particularly Oracle and MS SQL Server though experience of DB2 would be a bonus.
  • Experience of a Hadoop ecosystem (particularly Hortonworks) and exposure to AWS or Azure would be a definite bonus.
  • 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:

  • Manage the technical support lifecycle all the way to resolution by verifying the situation, isolating and reproducing problems and managing customer expectations and communications; all the while ensuring the highest level of customer satisfaction throughout.
  • 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 WebEx.
  • Reproduce product behaviour to determine the problem root-cause and to find work-arounds and solutions.
  • Awareness of dealing with customer sensitive data, confidentiality and discretion.
  • Ability to deal with difficult customer situations and manage escalated situations.
  • Be a role model and mentor to other team members
  • Coordinate with the Product Management and Development teams to aid 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.
  • 5+ 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.
  • Excellent and demonstrable experience in Linux (particularly Red Hat and SuSE).
  • Knowledge areas of networking such as TCP/IP – any experience of Kerberos and SSL is a bonus.
  • 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. 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 Speaking (S)

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Company Profile:

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: Up to 25%

Location_formattedLocationLong: Dublin, IE

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