Informatica
Do you like this story?
Technical Support Engineer
Job Description
Location: Bangalore, Karnataka, India
Job ID: GCS07735
Job Title: Technical Support Engineer
Organization: Global Customer Support
Our Company
Informatica Corporation (Nasdaq:INFA) is the world’s number one independent provider of data integration software. Organizations around the world rely on Informatica to maximize return on data to drive their top business imperatives. Worldwide, over 5,000 enterprises depend on Informatica to fully leverage their information assets residing on-premise, in the Cloud and across social networks.
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.
Your Opportunity
We are looking for a Technical Support Engineer with a proven record of accomplishment doing Technical support for Software products 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 work with other Principal Lead engineers to ensure operational efficiency.
Our Ideal Candidate
You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical engineer. 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 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
• 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
• Have good cross department communication and relationships
• Helping customers succeed
• Coordinate with team leads and team mates to provide assistance in identifying, reporting and resolving product defects.
Your Qualification
• BE , BTech, MCA degree or equivalent technical experience.
• Less than 3 years of experience in the software industry.
• Extensive hands-on development or administration experience with Power center or any other Data Integration tools
• Any Relational Database experience like Oracle, MS-SQL, and DB2 with in depth knowledge.
• Strong in fundamentals of UNIX operating system
• UNIX shell Scripting or Windows Batch File Scripting would give you an edge over other candidates.
• Strong in Data Warehousing fundamentals and Knowledge of ETL and data management
• 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.
• Excellent analysis, debugging, problem solving and troubleshooting skills
Informatica Corporation (Nasdaq:INFA) is the world’s number one independent provider of data integration software. Organizations around the world rely on Informatica to maximize return on data to drive their top business imperatives. Worldwide, over 5,000 enterprises depend on Informatica to fully leverage their information assets residing on-premise, in the Cloud and across social networks.
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.
Your Opportunity
We are looking for a Technical Support Engineer with a proven record of accomplishment doing Technical support for Software products 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 work with other Principal Lead engineers to ensure operational efficiency.
Our Ideal Candidate
You’re a natural leader who strives for excellence and is known as a resourceful and prodigious technical engineer. 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 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
• 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
• Have good cross department communication and relationships
• Helping customers succeed
• Coordinate with team leads and team mates to provide assistance in identifying, reporting and resolving product defects.
Your Qualification
• BE , BTech, MCA degree or equivalent technical experience.
• Less than 3 years of experience in the software industry.
• Extensive hands-on development or administration experience with Power center or any other Data Integration tools
• Any Relational Database experience like Oracle, MS-SQL, and DB2 with in depth knowledge.
• Strong in fundamentals of UNIX operating system
• UNIX shell Scripting or Windows Batch File Scripting would give you an edge over other candidates.
• Strong in Data Warehousing fundamentals and Knowledge of ETL and data management
• 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.
• Excellent analysis, debugging, problem solving and troubleshooting skills
This post was written by: Rajendra Prasad
Rajendra Prasad is a professional blogger, web designer and front end web developer. Follow him on Facebook
