Senior Technical Support Engineer - 32490
Austin, TX, USA
Employment Type: Exempt
Job Category: Customer Experience
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
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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Equal Opportunity Statement.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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