Senior Technical Support Engineer

Title: Senior Technical Support Engineer

Location: Austin, TX, United States

Hybrid

Job Description:

Build Your Career at Informatica

We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous minds eager to tackle the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world.

Your Opportunity:

We are looking for a Senior Technical Support Engineer, with a proven record of accomplishment in technical field to join our Power Exchange and CDIR (Cloud Data Ingestion & Replication) Global Technical Support team. In this role, you'll use your analytical thinking and influencing skills to become a trusted advisor to our customers in solving their technical issues from inception to closure. Located in our Austin TX office you will be an individual contributor reporting to our Manager, GCS

Essential Duties & Responsibilities

• Diagnose and resolve more complex technical issues related to the company's software products
• Specializes in areas or modules of the product
• Provides feedback on the area of specialization to R&D.
• Participates on technical forums
• Manages communications to 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.
• 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 in the team recruitment process by serving on interview panels.

Knowledge & Skills

• Working knowledge of Informatica Cloud, PowerCenter, PowerExchange, other ETL tools, SaaS platforms, and/or data management tools is desirable.
• Experience with on-premises and cloud databases such as Oracle, SQL Server, PostgreSQL, Snowflake, Databricks, and ADLS.
• Experience with the z/OS platform (including JCL and IBM utilities), database technologies like DB2, VSAM, and non-relational databases such as IMS and ADABAS are an added benefit.
• Knowledge of concepts such as Change Data Capture (CDC), Slowly Changing Dimensions (SCD) types, and database logging.
• Experience working with various operating systems including Linux, Windows, AIX, and Mainframes.
• Understanding of computer networking concepts.
• Excellent written and verbal communication.
• Seasoned, experienced professional with a full understanding of area of specialization who resolves wide ranges of issues in creative ways.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.
• Well developed knowledge of relational database management and Cloud software services theory and practices.
• Strong analytical and problem solving ability.
• Highly adept at customer relationship and issue resolution communication skill.

Education/Experience

• BA/BS or equivalent educational background is preferred.
• Minimum 5+ years of relevant professional experience.

Perks & Benefits

• Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance, and 401k plan or international pension/retirement plans
• Flexible time-off policy and hybrid working practices
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit

Our DATA values are our north star and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, our employees are our greatest competitive advantage. So, if your experience aligns but doesn't exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.

Informatica (NYSE: INFA), an Enterprise Cloud Data Management leader, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in over 100 countries and 85 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, Twitter, and Facebook. Informatica. Where data and AI come to life.

We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.