Sr. Customer Reliability Engineer

Job Number: 33263

Position Title: Sr Technical Support Engineer

External Description:

Senior Customer Reliability Engineer 

Our Team

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. 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. 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 Customer Reliability Engineer with experience in a support or operations role for Cloud software products. In this role, you will use your analytical skills and influencer for becoming a trusted adviser to our customers on our cloud hosted products. You would also get opportunities to work with cross-functional Informatica teams across Product R&D and Customer Success teams.

You will also be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool. On the job training, on-going learning and development are key part.

Thriving in a fast-paced Cloud operations environment, you'll work with our customers and solve their complex technical problems, related to Informatica's flagship products part of Business 360 journeys, along with Cloud ecosystems like AWS, Azure with multitude of new-gen apps and databases. 

Responsibilities:

• Identify and manage asset reliability risks that could adversely affect customer business operations
• Measure and optimize system performance, pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
• Diagnose and resolve platform reliability issues Informatica’s Cloud software products.
• Provide primary operational support and engineering for multiple large, distributed software applications
• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding
• Participate in system design consulting, platform management, and capacity planning
• Manage customers communications at all levels to maintain positive relationships.
• Collaborate between Product Ops, Cloud Trust and various other internal teams
• 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
• Acquire specialized knowledge in specific Informatica Products
• Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage, perform incident post-mortem and RCAs 

Education & Experience: 

• • Bachelor’s degree in Computer Science or related technical field with 5+ years of industry experience
  • Strong experience in Database administration either Oracle or SQLServer
  • 3+ years of hands-on experience and knowledge of any Cloud platforms – AWS, Azure etc.
  • Knowledge and experience in Linux OS architecture
  • Strong troubleshooting skills and experience in Cloud reliability preferred
  • Ability to work effectively and manage multiple customer issues simultaneously
  • Excellent written, verbal communication skills
  • Team player who shares ideas and resources

City: Austin

State: Texas

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Sr. Customer Reliability Engineer

Remote LinkedIn Hashtag: #LI-Remote

LinkedIN Hashtag: LI-KS1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Austin, Texas US