Position Summary:  The Software Engineer will serve as Technical Support champion for both internal and external customers.  The Tech will diagnose and resolve customer inquiries related to operating Informatica software products in their environment. Most cases will come in via Informatica’s CRM and cases will be handled in via email/call/zoom etc. This position will be based out of Bangalore and will nightshift covering US business hours.

S/he will ensure that all issues are resolved or escalated to the proper resources for timely resolution.  The team member must be able to work in a high technology environment, fast paced technical support center and provide a reliable, responsive and professional service to customers.

Duties and Responsibilities:

·       Answer customer queries via various channels including Chat, Phone, Support cases and community.

·       Access the CRM to analyze the current products and service entitlements

·       Diagnose and resolve customer inquiries related to Informatica software products in their environment

·       Use the Knowledge management tool if needed

·       Ascertain the customer’s issue and provide satisfactory resolution

·       Utilize information tools, training and experience to provide high level of customer satisfaction

·       Make certain that processes are followed to ensure the security and privacy of all customers

·       Update the knowledge management tools for new cases / solutions

Minimum Requirements:

·     A Bachelor's degree in Computer Science or related technical field 

·     Strong Logical reasoning and Analytical Skills

·     Minimum 6 months to 2 years working experience in technical support processes

·     SFDC Certification 201 and 401 (Desirable)

Skills Required:

·       Excellent oral and written communication skills

o    Ability to communicate clearly and succinctly in English

o    Ability to compose a grammatically correct, concise, and accurate paragraph in English

·       Ability to understand and prioritize issues to meet customers’ need in English

·       Strong interpersonal skills, ability to establish and maintain effective working relationships.

·       A strong desire to learn Data Warehousing, Data Integration and Business Intelligence tools is required.

·       Good Knowledge and experience in Windows and Unix.

·     Command over Windows Management Instrumentation will be an advantage.

·     Sound fundamentals in Unix based commands and shell scripts.

·     Experience in C/C++, Microsoft Visual Basic is highly preferred.

·       Prior experience in application support or cloud environment is preferred.

·       Excellent grasp of any one RDBMS theory and practice (Desirable)

·       Experience in Oracle, MSSQL Server and/or DB2 (Desirable)

·       A high degree of analytical and problem solving abilities.

·       Strong debugging and troubleshooting skills.

·       Informatica Products experience

·       Experience with SAP, Salesforce, Amazon AWS, Microsoft Azure and/ or Data Warehousing, Data Integration and Business Intelligence tools will be advantageous (Desirable)