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Senior Technical Support Engineer

Location: Austin, Texas US

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Job Number: 30180

Position Title: Sr 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 Senior Technical Support champion for both internal and external Data Archive and Data Masking customers. The Senior 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 Senior 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: Austin

State: Texas

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Senior 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: Austin, Texas 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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