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Software Engineer

Location Bengaluru, India
Posted 14-September-2021
Description
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 Informaticas products. For the 12th consecutive year, Informatica has received top marks and ranked #1 in customer loyalty in the Data Integration Customer Satisfaction survey conducted by independent research firm TNS.

Your Opportunity

We are looking for an Experienced candidate to join our Global Customer Support team. In this role, you will use your analytical thinking and influencing skills for becoming a trusted adviser 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 get opportunities to work with other Principal Lead engineers to ensure operational efficiency.

Our Ideal Candidate

Clear understanding of databases concepts

Constructively work together as a team, sharing ideas.

A high degree of analytical and problem-solving abilities.

A natural leader who strives for excellence and is known for his/her prodigious technical ability.

Possess good communication and customer-relationship skills - responsiveness, sensitivity, diplomacy

Comfortable working both independently and collaboratively.

Advanced problem-solving skills and technical aptitudes that allow you to adapt to new circumstances and to learn quickly when facing new problems and challenges.

Apply 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.

- Analysis of exceptions and logs to isolate root cause and help in products usability and improve end-user experience

- Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions are converted to Knowledge base articles

- Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools

- 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

- Helping customers succeed

- Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.

- Provide regular reports for management that measure the effectiveness of the technical support function

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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