Lead Technical Support Engineer

Company: Informatica
Location: Redwood City
Posted on: June 2, 2021

Job Description:

Informatica is currently looking for a Lead Technical Support Engineer with experience in Hadoop, Metadata, Solr, Data Profiling to join our team in Austin or Redwood City.

Job Summary

As a Lead Technical Support Engineer, 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 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.

In the role of Lead Technical Support Engineer, you must be able to work and adapt in a fluid, fast-paced environment. Additionally, you must have strong technical, communication, collaboration, and leadership skills.

Technology You'll Use

JDBC and ODBC drivers

Linux and Windows OS

Hadoop, Solr, Cloudra

Oracle, MSSQL Server, DB2

Metadata, Business Intelligence tools, Tomcat

What You'll Do

Mentor and train new team members.

Diagnose and resolve customer inquiries related to operating Informatica software products in customer's environment.

Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.

Manage communications/expectations to customers at all levels to maintain positive relationships.

Utilize information tools, training and experience to provide high level of customer satisfaction.

Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products.

Key Essentials

Bachelor's degree in Computer Science or related technical field with 5+ years of industry experience OR Master's degree in Computer Science or related technical field with 3+ years of relevant industry experience.

Strong desire to master Database, Data Warehousing and Business Intelligence tools.

Excellent grasp of relational database management theory and practice.

High degree of analytical, debugging, and troubleshooting skills.

What Does Success Look Like?

You will be passionate about helping our customers achieve success.

Proactive and collaborative in actively balancing critical customer issues.

Mentor other technical support engineers.

Keywords: Informatica, Redwood City , Lead Technical Support Engineer, Other , Redwood City, California