Technical Support Engineer managing technical issues and adoption for Salesforce technology. Collaborating with customers to maximize their business value through the Salesforce platform.
About the role
- Technical Support Engineer managing complex customer support cases related to Informatica P360. Collaborating with teams to resolve issues and maintain customer satisfaction.
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.
Requirements
- B.E, BTech, MCA degree or equivalent technical experience
- 2-6 years of industry experience in supporting mission critical lead components
- Experience with Informatica PIM, P360, Active Vos, Supplier Portal, Media Manager
- 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
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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