Description

Informatica is currently looking for a Senior Technical Support Engineer with experience in MDM Technical Support to join our team in Toronto.

Job Summary

As a Senior Technical Support Engineer, you will be responsible for managing customer support issues daily, verifying issues, diagnose problems and resolve issues. In the role of Senior Technical Support Engineer, you must be able to work and adapt in a fluid, fast-paced environment. Working as the Senior Technical Support Engineer you must have strong technical, communication, collaboration, and leadership skills

What You’ll Do

• 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

Key Essentials

• College degree or equivalent technical experience.
• 4-6 years of experience in the software industry.
• Experience with Java is a must.
• Software engineering experience is a must.
• Thorough understanding of data modeling, physical schema properties, triggers, stored procedures, and database backup, restore and recovery processes.

What Does Success Look Like?

• 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.

Nice to Have

• 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