Technical Support Engineer - 29018
Dublin, Ireland
Job Category: Customer Experience
Job Summary
Informatica is currently seeking an enthusiastic, motivated individual to join our European team of highly skilled support staff. Our support teams deal with a wide range of products including Cloud, Data Integration, Data Quality, Governance and Big Data.
As our Technical Support Engineer, you will be responsible for providing world class technical support for Informatica Cloud and Platform products. In the role of Technical Support Engineer, you must be able to work and adapt in a fluid, fast-paced environment on cutting edge technology. Working as the Technical Support Engineer you must have strong technical, communication, collaboration skills and a laser focus on customer success.
Day-to-day Duties? Here's What You'll Be Doing
- Managing customer issues within our SalesForce CRM system
- Provide best of class technical support to customers, partners, and internal teams.
- Manage the technical support lifecycle all the way to successful resolution by analysing and reproducing problems and managing customer expectations throughout.
- Ability to ensure actions are followed-up in a timely manner and with attention to detail.
- Coordinate with other teams to identify, report and speed up resolution of product defects.
- Update the on-line knowledge base regularly.
- Handle customer situations with diplomacy, sensitivity, confidentiality, and discretion.
- Manage difficult customer situations and escalations calmly and professionally.
Key Essentials
- A BSc/MSc (or equivalent) in Computer Science or related technical field.
- 3+ years of industry experience in supporting mission critical software components.
- Fluency in English and one of the following languages Spanish, Dutch, Italian, French or German is required (other European languages considered).
- 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.
- Good experience in Windows and Linux (Red Hat and SuSE) flavours of operating system.
- EU/EEA citizen or work permit for Ireland.
What We’d Like to See
- Passionate about delivering the highest quality of customer success.
- A team player who can work both independently and collaboratively.
- An avid learner and adaptable to a fast-changing technical environment.
- Excellent problem-solving skills.
- Ability to communicate effectively with customers at all levels as well as internal stakeholders.
- Keen interest in keeping up to date with new technological trends.
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Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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