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Technical Support Architect - 38758

Full Time

On-Site

Austin, TX, USA

Employment Type: Exempt

Job Category: Customer Experience

Technical Support Architect, Redwood City, CA

You will deliver advanced technical expertise and architectural guidance to resolve complex customer issues, ensuring optimal product use and seamless solution integration. Being the highest escalation point for critical technical challenges, this role leads to comprehensive root cause analyses to prevent recurring problems. It manages incident and problem resolution by orchestrating cross-functional collaboration to swiftly address critical issues and implement preventive measures. As a senior individual contributor, the Technical Support Architect serves as a technical leader—without formal management responsibilities—who solves problems, mentors team members, and establishes technical standards and best practices. This role demands deep expertise in software and hardware systems, cloud technologies, and industry best practices, along with the ability to communicate complex technical concepts clearly and provide actionable guidance to both customers and internal stakeholders.

You will report to VP of Customer Support.

Your Role Responsibilities? Here's What You'll Do

Lead the swift resolution of high-priority technical issues that significantly impact customer satisfaction and business operations.
Guide clients in adopting best practices to integrate and optimize Informatica solutions effectively.
Work closely with product management, R&D, and cross-product teams to triage customer bugs, prioritize concerns, and enhance product offerings aligned with customer needs.
Plan proactive customer engagements and work on deflecting situations before they become escalated.
Anticipate potential issues and engage customers proactively to deflect escalations and Experience building relationships with main partners for each assigned customer.
Oversee the creation and maintenance of comprehensive documentation, knowledge bases, and technical webinars to empower support teams and customers.
Be a technical lead for a GCS team and ensure support teams have the technical expertise to handle complex issues effectively, mentoring engineers and setting technical standards.
Collaborate with management to refine processes affecting both customer interactions and internal support efficiency.
Use Gen AI and other advanced technologies to provide consistent, high-quality support and enhance customer satisfaction.

What We'd Like to See

Senior individual contributor, driving technical standards without formal management tasks.
Understanding of cloud release and incident management

Role Essentials·

Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
Experience interpreting and responding to customer requests to translate complex technical concepts to customers and other teams.
Customer-focused collaboration experience, working and mentoring technical staff.
Understanding of networking, operating systems and security best practices.
Experience with Informatica IICS platform would be preferable
Influence across segment, BU, and organization to achieve our goals.
Senior individual contributor, driving technical standards without formal management responsibilities.
Understanding of cloud release and incident management
BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
Minimum 12+ years of relevant professional experience

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, creed, color, national origin, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

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.

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

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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.