Lead Technical Support Engineer - IDQ

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.

As the leader in Enterprise Cloud Data Management, Informatica helps data-driven leaders unleash the power of data to drive their intelligent disruption. More than 5,000 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise, off premise and in the Cloud. Informatica is #1 in Cloud Data management with 22 trillion Transactions Per Month. Informatica is the leader in Gartner Magic Quadrants across 4 key markets: Data Quality, MDM, Enterprise Integration Platform as a Service, and Data Integration.

Your Opportunity:

We are looking for a Lead Technical Support 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 advisor to our customers on technical issues through ongoing technical relationship guidance during the whole cycle of a technical issue from inception to closure. You would also get opportunities to work with other engineers to ensure operational efficiency.

As an employee with Informatica’s Global Customer Support Team,

• You will be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool.
• On-the-job training and ongoing learning and development are a key part of why our professionals are widely respected and are treated as world number one in the technical support arena.
• Thriving in a fast-paced support environment, you’ll work with our customers and solve their complex technical problems, related to Informatica products like Informatica Data quality, PowerCenter, Informatica Cloud, and its peripheries like various databases, Operating system along with different other ecosystems.

Job location will be based in Bangalore, India.

Our Ideal Candidate:

• 10+ years of experience supporting enterprise software applications.
• Constructively work together as a team, sharing ideas and resources.
• A high degree of analytical and problem-solving abilities.
• You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability.
• You possess good communication and customer-relationship skills - responsiveness, sensitivity, diplomacy.
• Comfortable working both independently and collaboratively.
• You’re advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
• 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 Data quality and its products.
• The Lead 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.

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.
• Conduct post-mortems and create a recommendation to reduce number of issues raised by customers.
• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions are converted to Knowledgebase 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, this individual will manage communications to customers at all levels to maintain positive relationships.
• Understands the impact of work on the feature/product/team.
  Continuously enhancing knowledge through training and learning courses.
  Helping customers succeed.
• With your technical expertise and experience, you need to help and guide the team.
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
• Provide regular reports for management that measure the effectiveness of the technical support function.

Your Qualifications:

• Bachelor's Degree in Computer Science, Information Systems or a related technical discipline.
• Grasp of relational database management theory and practice
• Experience in various operating systems such as Windows, UNIX/Linux
• Relational Database practical experience with DBs like Oracle, MS-SQL, and DB2 is desirable although not mandatory.
• Experience either as a technical support engineer for enterprise applications or as an implementation consultant, with experience in front-line contact with customers/Clients via phone and e-mail. Experience in second and/or third-line support is an advantage.
• Prior experience in Informatica PowerCenter or Data Quality products/any ETL tool is desirable although not mandatory.

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

Preferred Qualifications

• Experience in various operating systems such as Windows, UNIX/Linux
• Data Warehousing fundamentals and Knowledge of ETL and data management.
• Experience with Web Services, WSDL, SOAP, XML, XML Schemas, REST
• Experience with Java coding, internals of Java memory management, troubleshooting and debugging any Java application issues.
• Working knowledge of AWS, Azure, SAP.

Perks and Benefits:

• Inclusion, diversity, equality and belonging (IDEB) – our commitment to fostering a culture that celebrates our unique differences 
• 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

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.