Bengaluru, Karnataka, India
Job Category: Customer Experience
Our Company
Informatica® is the only Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Informatica enables companies to fuel innovation, become more agile and realize new growth opportunities, resulting in intelligent market disruptions.
Our Team
Customer support team plays a vital role in enabling customers to overcome the most complex data challenges and transform big ideas into new realities. Our technical support team being Globally Rated Outstanding by TSIA; prides in customer-centric culture and our close partnership towards accelerating our product adoption and successful implementations. For the twelfth consecutive year, Informatica received top marks in customer loyalty for the Data Integration sector, within the globe.
Join us to be a part of a team who are passionate about delivering the best experience for our customers.
Your Opportunity
We are looking for a Senior Software Engineer with a proven record of accomplishment doing Technical support for Software products (Cloud or On-premise) to join our Global Customer Support team. In this role, you’ll use your analytical thinking and influencing skills for becoming a trusted adviser to our customers on technical issues through ongoing technical relationship guidance during the whole cycle of a technical issue from inception to closure
As an employee with Informatica’s Global Customer support Team:
Job location will be based in Bangalore, India.
Our Ideal Candidate
- Constructively work together as a team, sharing ideas and resources.
- A high degree of analytical and problem solving abilities.
- Naturally curious and strives for excellence known as a resourceful and prodigious technical ability.
- You possess good communication and customer-relationship skills – responsiveness, sensitivity, diplomacy
- Are comfortable working both independently and collaboratively.
- Your 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 technical Skills to meet service request SLAs, meet and exceed customer expectations.
Your Responsibilities
As an integral part of the Global Customer Support team, you will provide technical support for Informatica products. The Senior Software 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.
Additional responsibilities include but are not limited to the following:
- Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions are converted to Knowledge base articles
- Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
- Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications to customers at all levels to maintain positive relationships
- Continuously enhance knowledge through trainings and e-learning courses
Your Qualifications
Preferred Qualifications
Informatica offers a competitive compensation package that includes base salary, medical/dental, flexible time off and more. It’s an exciting time to work at Informatica, you can learn more about our company, and our products and services at www.informatica.com.
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