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Senior Technical Support Engineer

Location: Austin, Texas, United States

Notice

This position is no longer open.

Job Number: 32490

Position Title: Sr Technical Support Engineer

External Description:

Senior Technical Support Engineer

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 a Technical Support champion for both internal and external Enterprise Data Catalog (EDC) 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 a high level of customer satisfaction
  • Experience in supporting federal customers is a plus
  • Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products

Requirements

  • Master’s degree in Computer Science, Information Technology, Software Engineering or related technical field with + years of industry experience
  • 5+ years of industry experience with a Bachelor’s degree in Computer Science, Information Technology, Software Engineering 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
  • A 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:

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Senior Technical Support Engineer

Remote LinkedIn Hashtag: #LI-Remote

LinkedIN Hashtag: LI-SD1

Company Profile:

Where data is poised for greatness

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 help us create a world where data is poised for greatness.

EEO Employer Verbiage:

We’re driven by our DATA values and we are passionate about building and delivering solutions that accelerate data innovations.

Perks and Benefits:

  • Inclusion, diversity, equality and belonging (IDEB) – our commitment to fostering a culture that celebrates our unique differences 
  • Comprehensive and competitive health and wellness benefits, including paid parental leave and adoption benefits, and 401k plan or international pension/retirement plans
  • Flexible time-off policy and hybrid working practices
  • Global recognition program for employees and leaders to reward and recognize each other
  • Global learning organization with mentorship opportunities and a tuition reimbursement program to support your professional and personal growth
  • Equity opportunities and a robust employee stock purchase program (ESPP)
  • Comprehensive Mental Health and Employee Assistance Program (EAP) benefit
  • Referral Bonuses

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.

Informatica, the Enterprise Cloud Data Management leader, empowers businesses to realize the transformative power of data. We have pioneered a new category of software, the Informatica Intelligent Data Management Cloud (IDMC), powered by AI and a cloud-first, cloud-native, end-to-end data management platform that connects, manages and unifies data across any multi-cloud, hybrid system, empowering enterprises to modernize and advance their data strategies. Customers in more than 100 countries and 85 of the Fortune 100 rely on Informatica to drive data-led digital transformation. For more information, visit us at www.informatica.com, LinkedIn, Twitter, and Facebook.

 

  

Travel Requirement: Limited

Location_formattedLocationLong: Austin, Texas US

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