Description

Our Team

Informatica has strategically located Global Customer 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’s products. For the Tenth consecutive year Informatica received top marks

in customer loyalty in the 2015 Data Integration Customer Satisfaction survey conducted by independent research

firm TNS,

Your Opportunity

We are looking for a Senior Technical support engineer, with a proven record of accomplishment in technical field, to

join our Support Experience Organization. As a Senior technical support engineer, you will provide technical support

for products like MDM, MDM SaaS and P360. You 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

support experience team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure delivering

superior service and support to our customers.

Our Ideal Candidate

 You possess superb communication and customer-relationship skills responsiveness, sensitivity, diplomacy – and are

comfortable working both independently and collaboratively.

 Your advanced problem-solving skills and technical aptitude allow you to adapt to new circumstances and learn

quickly when facing new problems and challenges.

Essential Duties & Responsibilities

 Manage complex customer support cases daily, including verifying cases, isolating and diagnosing the

problem, and resolving the issue

 Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions

 Provides feedback on the area of specialization to R&D.

 Participate in technical forums

 Manage communications with customers, at all levels, to maintain positive relationships.

 Experienced user of information and GenAI tools and training to provide consistent, high levels of customer

satisfaction.

 Coordinate with Quality Assurance and Engineering teams to help in identifying, reporting and resolving

product defects

 Participates in problem escalation and call prevention projects to help customers and other technical support

staff increase efficiency.

 Contributes to online knowledge base of known issues/solutions.

 May mentor Associates and Support Engineers.

 May contribute to the team recruitment process by serving on interview panels.

Your Qualifications and Experience

 B.E, BTech, MCA degree or equivalent technical experience

 4-6 years of industry experience in supporting mission critical software components

 Experience with Informatica MDM, MDM SaaS, ActiveVOS, P360.

 Exposure to IICS components like Cloud Data Integration (CDI), Cloud Application Integration (CAI), Data

Quality, and Master Data Management (MDM) is preferred

 Exposure to Any application servers like WebLogic, Jboss, WebSphere.

 Experience in JAVA, Oracle, MSSQL Server and/or DB2

 Exposure to NoSQL Databases and Kibana

 Exposure to cloud computing platforms like Azure, AWS etc.

 Exposure to Unix/Linux

 Must be detailed oriented with excellent communication and customer service skills

 Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving

 Strong Customer Relations and Support experience; must be comfortable interacting with customers and

executives in a professional and welcoming manner

 Excellent written & verbal communication skills

 Strong problem-solving skills, ability to think about complex problems and come up with creative solutions

 Skilled in building strong customer relationships and effectively resolving issues through excellent

communication.