Technical Support Architect - 38861
Redwood City, CA, USA
Employment Type: Exempt
Job Category: Customer Experience
Technical Support Architect
We’re currently looking for a Technical Support Architect with experience in Post-sales support or consulting experience in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases) to join Global Customer Support team.
Job Profile Summary
The Technical Support Architect is responsible for delivering advanced technical expertise and architectural guidance to resolve complex customer issues, ensuring optimal product use and seamless solutions around Informatica Master Data Management product and IDMC platform. Acting as 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 effective preventive measures. As a senior individual contributor, the Technical Support Architect serves as a technical leader—without formal management duties—who solves high-impact 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.
Essential duties & responsibilities
- • Work with customers’ technical team to address their design-related questions and suggest the best practices on Informatica Master Data Management product and IDMC platform
- • Review customer’s implementation architecture and use cases
- • 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 strengthen relationships.
- • Oversee the creation and maintenance of comprehensive documentation, knowledge bases, and technical webinars to empower support teams and customers.
- • Acts as 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.
- • Utilize Gen AI and other advanced technologies to provide consistent, high-quality support and enhance customer satisfaction.
Knowledge & Skills
- • Expert level knowledge on Informatica Master Data Management product suite required
- • Experience in a Pre-sales or Post-sales consulting role, preferably in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases), ideally using Informatica products.
- • Proven technical knowledge of deployment of both Cloud and on-premise software solutions and architectures (Data Warehousing, Data Integration, Data Virtualization, Business Intelligence, Application Integration and Microservices)
- • Track record of successful managing customers and complex data management needs
- • Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
- • Strong problem-solving and root cause analysis abilities to resolve complex, multi-system issues.
- • Excellent communication skills to translate complex technical concepts clearly to customers and internal teams.
- • Customer-focused collaboration experience, working cross-functionally and mentoring technical staff.
- • Understanding of networking, operating systems and security best practices.
- • Experience with Informatica IICS platform would be preferable
Education/Experience
- • Bachelor of computer science or equivalent educational background is preferred.
- • Minimum 15+ years of relevant professional experience.
Unleash Your Potential
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