Technical Support Engineer - Informatica MDM

Salesforce; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Salesforce India is hiring a Technical Support Engineer in Bengaluru to handle complex customer issues related to MDM, MDM SaaS and P360. You will diagnose problems, reproduce product behaviors, and drive fixes with cross-functional teams.

You will engage with customers and executives, applying strong communication and reporting skills, and contribute to knowledge bases while supporting incident management and escalation processes. This role offers growth in a global AI-driven CRM environment.

Qualifications

• BE/BTech, MCA or equivalent technical degree or experience.
• 5-12 years of relevant industry experience in supporting mission critical lead components.
• Experience with Informatica MDM, MDM SaaS, ActiveVOS, P360.
• Exposure to application servers such as WebLogic, JBoss, WebSphere.
• Experience in JAVA, Oracle, MSSQL Server and/or DB2; Unix/Linux exposure.
• Strong communication and customer service skills with professional client interaction.

Responsibilities

• Manage complex customer support cases daily, including verification, diagnosis, and resolution.
• Reproduce product behaviors to identify root cause and implement workarounds.
• Provide feedback to R&D and participate in technical forums.
• Coordinate with QA and Engineering to identify and resolve defects.
• Maintain positive customer communications at all levels and act as SPOC for critical accounts.
• Utilize information and GenAI tools to deliver high levels of customer satisfaction.
• Contribute to online knowledge base with known issues and solutions.
• Assist in incident management and customer escalations.
• Support recruitment efforts by participating in interview panels.

Skills

Java

Oracle

MSSQL

DB2

Unix/Linux

Communication skills

Customer service

Education

BE/BTech

MCA

Tools

Informatica MDM

MDM SaaS

ActiveVOS

P360

WebLogic

JBoss

WebSphere

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 Category

Customer Success

Job 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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 performance

YOUR 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 expertise

Preferred 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 change

Unleash Your Potential

When 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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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 Candidate Privacy Statement 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 Statement

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