Lead Product Specialist

• Manages technical issues on a daily basis, including assessment, isolation, and diagnosis of the problem
• Suggests potential fixes to Research & Development to resolve the issue.
• Provide technical assistance and advice to partners, sales engineers, and post-sales consultants.
• Replicate product bugs 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.
• Contribute knowledge via authoring and reviewing whitepapers, articles etc.
• Provide regular reports to management that measure the effectiveness of the technical support function.
• At this level, uses professional concepts & objectives to resolve complex issues in creative ways.
• Works on critical escalation and collaborates with other functions for quicker resolution.
• Determines methods/procedures on new assignments and provide guidance.
• May serve as a team lead to others and be responsible for monitoring, assignment, or review of cases.
• Provides technical feedback of assigned cases.
• Assists manager in the development of the team's skill gaps.
• Ensures backlog is contained and maintains technical management of the cases.
• Works only on specific areas based on the criticality and complexity of the issues.
• May participate, organize, or contribute to technical forums (CoE discussions).
• Contributes to the product life cycle management.

Knowledge & Skills

• Holds expert-level experience and uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Exercises judgment in methods, techniques, and evaluation criteria for obtaining results.
• Leverages business acumen and subject matter expertise.
•Thorough understanding of Informatica business priorities, strategy and direction.
• Works across the organization and maintains/builds strong working relationships based in experiences/past interactions.
• Handle Critical escalation accounts and works across teams for quicker resolution.
• Uses developing leadership skills to meet work objectives and to influence and mentor the work of  others within the functional area.
• Works on issues requiring analytical, problem solving skills, often requiring the application of defined procedures and policies to determine appropriate action.
• Communicate effectively to all stakeholder on critical escalations.
• Develops subordinate and peer relationships through knowledge transfer and mentoring.

Education/Experience

• BA/BS or equivalent educational background is preferred.
• Minimum 8+ years of relevant professional experience.