Job Directory Informatica Associate Technical Support Engineer
Informatica

Associate Technical Support Engineer Informatica
Redwood City, CA

Informatica provides enterprise data integration software solutions and services for Oracle, PeopleSoft and Siebel environments.

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About Informatica

Job Description

Job Number: 26107

Position Title: Associate Technical Support Engineer

External Description:

Our Team

Informatica has strategically located Support Centers in North America, Europe, and Asia Pacific. Our single mission is to provide customers with world class technical support to ensure successful implementation of their business solutions using Informatica products. GCS, India was established in 2004 to support Informatica software deployment during regional installations as well as geographically-dispersed projects. We play a vital role not only with regard to revenue generation, but also with Informatica's reputation within customers. We're the frontline troubleshooters, the direct line to our customers. Our success is due to the knowledge that we can confidently stand behind every product we offer as well as the unlimited potential for personal and professional growth. Our technical support team is being ranked #1, continuously for 8 years, in customer loyalty for the Data Integration sector, within the globe

Your Opportunity

We are looking for a 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 Principal Lead 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 on-going learning and development are a key part of why our professionals are widely respected and are treated as world number one in 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' s Cloud products like Cloud MDM, Informatica Cloud and Cloud Extend, and its peripheries like various databases along with different Operating Systems etc.

Our Ideal Candidate

* 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
* Are 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 products. The 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.
* 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 impact of work on the feature/product/team
* Continuously enhancing knowledge through trainings and e-learning courses
* Helping customers succeed
* 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

* BS, MS Degree or equivalent technical experience
* 2+ years of experience in the software industry (Supporting products built in Salesforce.com, Amazon, Microsoft, Netsuite or any SaaS platform preferable)
* Grasp of relational database management theory and practice, Salesforce(SFDC) and Master Data Management(MDM) concepts.
* Salesforce certification is desirable (Administrator or Developer).
* Experience in various operating systems such as Windows, UNIX/Linux
* Experience with Web Services, WSDL, SOAP, XML, XML Schemas, XPath, ZQuery, Java, and J2ee Servers.
* Any Relational Database experience like Oracle, MS-SQL, and DB2 is desirable although not mandatory
* Data Warehousing fundamentals and Knowledge of ETL and data management is desirable
* Experience either as a technical support engineer for enterprise application 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.

City: Redwood City

State:

Alternative Location(s) :

Community / Marketing Title: Associate Technical Support Engineer

Company Profile:

At Informatica, We "DATA". We Do Good, Act As One Team, Think Customer First, and Aspire For The Future. Informatica enables companies to unleash the power of data to become more agile, realize new growth opportunities, lead to new inventions resulting in intelligent market disruptions.

A career with Informatica gives you all the opportunities and benefits that can only come from working for the trusted industry leader, including amazing, energetic team members; a globally diverse workplace; and a company dedicated to your success, growth and advancement.

EEO Employer Verbiage:

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Life at Informatica

Follow us to meet our team, learn more about life, careers, and events at Informatica. Conquering the Impossible with data, come join #LifeAtINFA!

Travel Requirement: Limited

Location_formattedLocationLong: Redwood City, California US

About Informatica

Informatica provides enterprise data integration software solutions and services for Oracle, PeopleSoft and Siebel environments.

Headquarters
Size
4896 employees
Informatica

2100 Seaport Blvd

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