Technical Support Engineer - Informatica MDM

Salesforce, Inc.; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Career growth opportunities

Innovative work environment

Diverse workplace

Supportive team culture

Job summary

A leading tech company in India is seeking a Technical Support Engineer to manage complex customer support cases and drive customer satisfaction. The ideal candidate will have a B.E, BTech, or MCA degree with 5-12 years of experience in a technical support role, strong analytical and problem-solving skills, and excellent communication abilities. This position involves collaboration across teams and a commitment to delivering high-quality solutions.

Qualifications

• 5-12 years of industry experience in supporting mission critical lead components.
• Must be detailed oriented with excellent communication and customer service skills.
• Strong problem-solving skills, ability to think about complex problems and come up with creative solutions.

Responsibilities

• Manage complex customer support cases daily, including verifying cases and resolving issues.
• Reproduce product behaviors to determine the problem root-cause(s).
• Act as a single point of contact (SPOC) for critical customers and help them with project journey.

Skills

Customer Relations

Problem Solving

Communication Skills

Technical Analysis

Debugging

Education

B.E, BTech, MCA degree or equivalent

Tools

Informatica MDM

JAVA

Oracle

MSSQL Server

Unix/Linux

Job description

*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*Job CategoryCustomer SuccessJob Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.Our Technical Support Engineers are key players in ensuring customer loyalty through deep technical mastery of MDM, MDM SaaS, and P360. Mirroring our commitment to technical expertise, this role involves a high degree of technical analysis and root-cause engineering. You will collaborate with Product Management and Solutions Delivery to discover and deploy fixes that drive customer satisfaction and ensure our products meet the highest standards of reliability and performanceYOUR IMPACT: Responsibilities* Manage complex customer support cases daily, including verifying cases, isolating and diagnosing the problem, and resolving the issue* Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions* Provides feedback on the area of specialization to R&D.* Participate in technical forums* Manage communications with 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.* Coordinate with Quality Assurance and Engineering teams to help in identifying, reporting and resolving product defects* 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.* Participate in production incidents and customer’s escalations calls* Act as a single point of contact (SPOC) for critical customers and help them with project journey* May contribute to the team recruitment process by serving on interview panels.MINIMUM QUALIFICATIONS* B.E, BTech, MCA degree or equivalent technical experience* 5-12 years of industry experience in supporting mission critical lead components* Experience with Informatica MDM, MDM SaaS, ActiveVOS, P360.* Exposure to Any application servers like WebLogic, Jboss, WebSphere.* Experience in JAVA, Oracle, MSSQL Server and/or DB2* Exposure to Unix/Linux* Must be detailed oriented with excellent communication and customer service skills* Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving* Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner* Excellent written & verbal communication skills* Strong problem-solving skills, ability to think about complex problems and come up with creative solutions* Skilled in building strong customer relationships and effectively resolving issues through excellent communication.* Leverages business acumen and subject matter expertisePREFERRED QUALIFICATIONS* Exposure to IICS components like Cloud Data Integration (CDI), Cloud Application Integration (CAI), Data Quality, and Master Data Management (MDM) is preferred* Exposure to NoSQL Databases and Kibana* Exposure to cloud computing platforms like Azure, AWS etc.Attributes* Leader, who can communicate the value of Cloud features* Results-driven, tenacious, drive to succeed in a fast-paced environment* Ability to learn quickly and adapt to changeUnleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this .Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementAny employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.### ### ### ### ### ### ### ###