Lead Technical Support Engineer

Job Number: 29224

Position Title: Lead Technical Support Engineer

External Description:

Our Team

Our award-winning Customer Support team is one of Informatica’s strongest assets, enabling us to strengthen our customer relationships by delivering on our promise of superior technology and proven results. The Global Customer Support team is committed to finding the best solutions to our customer’s problems and uncompromising when it comes to exceeding their expectations through exemplary service delivery.

Your Opportunity

This key individual will serve as Technical Support champion for both internal and external Data Archive and Data Masking customers. The Technical Support Engineer will exercise independent initiative with the authority to act in order to meet all requirements for the customer.

Our Ideal Candidate

The Lead Technical Support Engineer 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 Informatica support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Informatica is delivering overall superior service and support to our customers.

Responsibilities

• Diagnose and resolve customer inquiries related to operating Informatica software products in customer’s environment.
•  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
• Manage communications/expectations to customers at all levels to maintain positive relationships.
• Utilize information tools, training and experience to provide high level of customer satisfaction
• Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
• Manage communications to customers at all levels to maintain positive relationships.
• Utilize information tools, training and experience to provide high level of customer satisfaction
• Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products

Requirements

• Bachelor’s degree in Computer Science or Master’s degree in Computer Science or related technical field with 6+ years of industry experience
• 6+ years of industry experience with Bachelor’s degree in Computer Science or related technical field supporting mission critical software components
• Strong desire to master Database, Data Warehousing and Business Intelligence tools
• Excellent grasp of relational database management theory and practice
• Knowledge of JDBC,ODBC drivers, Linux and Windows operating systems and networks
• Excellent written and verbal communication and problem solving skills
• High degree of analytical and problem solving abilities
• Team player who shares ideas and resources
• Strong debugging and troubleshooting skills
• Hadoop Technologies, Solr and experience with supporting Big data products
• Hadoop Distribution like Hortonworks, Cloudera
• Knowledge of Metadata, Business Intelligence tools, Tomcat
• Experience in Oracle, MSSQL Server and/or DB2
• Experience in Windows and Linux flavors of operating system
• Ability to work with minimum supervision

City: Toronto

State: Ontario

Alternative Location(s) :

Community / Marketing Title: Lead Technical Support Engineer

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: Toronto, Ontario CA