Description

About the Role

We're looking for a seasoned Technical Support Architect with deep expertise in post-sales support or consulting in enterprise software to join our Customer Success organization.

In this senior individual contributor role, you'll serve as the highest escalation point for complex, high-impact technical challenges — providing architectural guidance, driving root cause analysis, and ensuring our customers get the most out of the Salesforce MDM Platform. You'll work cross-functionally with Product, R&D, and Engineering teams while mentoring engineers and setting the technical bar for the support organization.

Key Responsibilities

• Serve as a technical expert and architect for Informatica MDM SaaS implementations, providing guidance on best practices, architecture design, and troubleshooting.
• 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.

Required Skills & Experience

• 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's degree in Computer Science or equivalent technical background preferred
• 15+ years of relevant professional experience in technical support, consulting, or software engineering

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.