Senior Technical Support Engineer

Description

We’re currently looking for a Senior Technical Support Engineer with experience in providing world-class technical support to join our team in Tokyo, Japan. 

Job Summary  

Informatica is currently seeking an enthusiastic, motivated individual to join our global team of highly skilled support staff. Our support teams deal with a wide range of Cloud products including Master Data, Data Integration, Data Quality and Data Governance. 

As a Senior Technical Support Engineer, you will be responsible for providing world-class technical support to Informatica customers, partners, and internal teams. In the role of Technical Support Engineer, you must be able to work and adapt in a fluid, fast-paced environment. You must have strong technical, communication, and collaboration skills and a laser focus on customer success. 

Your Role Responsibilities? Here's What You'll Do

• Provide best in class technical support to customers, partners, and internal teams.
• Managing customer issues and escalations within our Salesforce CRM system
• Manage the technical support lifecycle all the way to successful resolution by analyzing and reproducing problems and managing customer expectations throughout.
• Work with regional partners on proactive support, enablement, and guidance.
• Follow up on actions in a timely manner and with attention to detail.
• Coordinate with other teams to identify, report and speed up resolutions of product defects and anticipate and pre-emptively deflect escalations or at-risk customer situations.
• Handle customer situations with diplomacy, sensitivity, confidentiality, and discretion.

What We’d Like to See

• Passionate about delivering the highest quality of customer success.
• A team player who can work both independently and collaboratively.
• An avid learner and adaptable to a fast-changing technical environment.
• Ability to communicate effectively with customers at all levels as well as internal stakeholders.
• A high degree of analytical, troubleshooting, and problem-solving abilities.
• An excellent level of Java with demonstrable experience in programming.
• Experience of debugging in Java or another Object-Oriented Programming Language
• Excellent grasp of relational database management theory and practice – particularly Oracle and MS SQL Server.
• Good experience in Windows and Linux (Red Hat and SuSE) flavors of operating system.
• Good knowledge of Cloud platforms like Azure, AWS or GCP
• Demonstrable experience with Open API Specification (Swagger), web service frameworks, including REST and SOAP.
• Some experience with Network troubleshooting is a plus
• Excellent verbal and written skills in English.

Role Essentials

• Bachelor’s degree in a relevant field such as Computer Science, Computational Mathematics, Computer/Software Engineering or equivalent practical experience.
• Minimum 5+ years of industry experience in supporting mission-critical software components; exposure to cloud native applications/architecture is a strong plus