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Lead Technical Support Engineer

Location: Redwood City, California US

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Job Number: 28928

Position Title: Lead Technical Support Engineer

External Description:

Lead Support Engineer, Master Data Management 

Your Opportunity

We are looking for a senior 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:

Responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty.
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.
Track and monitor the customer implementations more closely to ensure that customer gets the best usage of the product in the shortest possible time.
Mentor the junior engineers on the team to ensure that the customers are receiving the quality support that they deserve
Conduct brown-bag sessions and customer webinars to share the learnings from different customer implementations where you are involved. Also author, edit, publish and maintain an on-line knowledge base of known issues/solutions.
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.
Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.
 

Your Qualifications

College degree or equivalent technical experience.
At least 6 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 Jboss, WebLogic and WebSphere 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.
 

City: Redwood City

State: California

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Lead Technical Support Engineer

LinkedIN Hashtag: LI-YK1

Company Profile:

Unleash Your Potential

A career with Informatica gives you all the opportunities and benefits that can only come from working for the trusted industry leader.  By joining our team, you'll be able to solve real-life problems, make a difference, have a global impact, and join a supportive group of globally diverse teammates.  We encourage you to be yourself, grow with us and unleash your potential.

EEO Employer Verbiage:

Informatica is the enterprise cloud data management leader, helping enterprises overcome critical business challenges by leading with the power of data. Processing over 15 trillion cloud transactions a month, Informatica enables the world’s most innovative companies to take a cloud-first, cloud-native approach to modernize their data infrastructure, gain a 360-degree view of their business, and drive data governance and privacy. Informatica is the market leader in all five key categories of enterprise data management and has been the trusted partner to more than 9,500 customers.  Connect with Informatica at www.informatica.com, LinkedIn, Twitter, and Facebook.

Conquering the Impossible with data, come join #LifeAtINFA!

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

  

Travel Requirement: Limited

Location_formattedLocationLong: Redwood City, California US

The Hiring Process

Apply for an open role via our Career Page or through an Internal Referral. While you're waiting to hear back from our Talent Acquisition Team, visit Informatica.com, our Informatica social channels, and Glassdoor. Doing so will give you insight into who we are, what we do, and why you should join our team.

If you're a great fit, one of our Recruiter's will reach out to you to schedule an initial screen via a video call. Use this time to share your experience with the Recruiter, and why you're the best person for the job.

After speaking to the Recruiter, you'll have a chance to meet with the Hiring Manager and team via a video call. Use this step as a chance to learn more about the team, and as a chance to sell yourself and impress the team.

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