Office Support jobs
Informatica Technical Support Architect - United States, Texas, Austin
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• Work with customers' technical team to address their design-related questions and suggest the best practices on Informatica Master Data Management product and IDMC platform
• Review customer's implementation architecture and use cases
• Lead the swift resolution of high-priority technical issues that significantly impact customer satisfaction and business operations.
• Guide clients in adopting best practices to integrate and optimize Informatica solutions effectively.
• Work closely with product management, R&D, and cross-product teams to triage customer bugs, prioritize concerns, and enhance product offerings aligned with customer needs.
• Plan proactive customer engagements and work on deflecting situations before they become escalated.
• Anticipate potential issues and engage customers proactively to deflect escalations and strengthen relationships.
• Oversee the creation and maintenance of comprehensive documentation, knowledge bases, and technical webinars to empower support teams and customers.
• Acts as a technical lead for a GCS team and ensure support teams have the technical expertise to handle complex issues effectively, mentoring engineers and setting technical standards.
• Collaborate with management to refine processes affecting both customer interactions and internal support efficiency.
• Utilize Gen AI and other advanced technologies to provide consistent, high-quality support and enhance customer satisfaction.
What We'd Like to See- Expert level knowledge on Informatica Master Data Management product suite required
- Experience in a Pre-sales or Post-sales consulting role, preferably in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases), ideally using Informatica products.
- Proven technical knowledge of deployment of both Cloud and on-premise software solutions and architectures (Data Warehousing, Data Integration, Data Virtualization, Business Intelligence, Application Integration and Microservices)
- Track record of successful managing customers and complex data management needs
- Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
- Strong problem-solving and root cause analysis abilities to resolve complex, multi-system issues.
- Excellent communication skills to translate complex technical concepts clearly to customers and internal teams.
- Customer-focused collaboration experience, working cross-functionally and mentoring technical staff.
- Understanding of networking, operating systems and security best practices.
- Experience with Informatica IICS platform would be preferable
- Bachelor of computer science or equivalent educational background is preferred.
- Minimum 15+ years of relevant professional experience.
- Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans
- Flexible time-off policy and hybrid working practices
- Equity opportunities and an employee stock purchase program (ESPP)
- Comprehensive Mental Health and Employee Assistance Program (EAP) benefit
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Boston Scientific Sales Support Specialist - Puerto Rico Southwest Region United States, Puerto Rico
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Key Responsibilities
- Requirement & Order Administration: Establishes and/or reviews requirements, generates, adjusts and expedites purchase orders based on MRP results (or results based on other planning systems) and/or on requisition basis along with pertinent information being used to run the business that may influence order execution decisions. Coordinates with the Budget Owners to maintain optimal service levels and determine the proper priorities for support; Administers Purchase Orders based on authorized spending amount and applicable SOP’s. Keeping informed of any problems/delays caused by Suppliers or general market conditions and communicates any impacts/constraints to the end user, production, Business Unit or other discipline impacted by the change. Maintains an excellent working relationship with any entity within (or outside) of BSC who will be impacted by the work conducted by this role which includes issue resolution, reconciliation of errors and correct the root cause of supply chain problems. Interfaces with core functions such as quality, engineering, production, finance and product development Identify areas of risk and implement mitigating action. Support SI&OP exercise and put up the committed build plan, production scheduling and driving the required output to achieve the business objective timely.
- Supplier Management: Responsible for managing the day-to-day supplier relationship. Monitors and communicates quality and delivery performance within BSC and to the supplier; Responsible to resolve supplier related issues and assures a positive and professional business relationship, always establishing and maintaining open lines of communication. Collaborate with Strategic Sourcing, Corporate Groups and other BSC Sites in developing and implementing sourcing strategies and to support global supplier evaluation and selection as well as VIP creation.
- Quality: Adheres to all applicable (Site, Corporate or Regulatory) requirements; Reviews and approves all change requests; Maintains accurate Master Data, AVL, Info record, Source List, e-Req etc as required. Constantly strives to improve the Quality of goods and services supplied.
- Inventory Management: Formulates purchasing decisions to achieve 100% internal customer service, targeted DIOH, inventory holding level and overall lowest TCO (total cost of ownership); Minimize the impact of expired, excess and obsolete materials and dispositions the material appropriately. Identify opportunities to implement best inventory management practices, such as automated Kanban and Consignment Programs.
- Lean, Cost & Other: Perform other tasks as needed in support of achieving the highest level of quality, customer satisfaction and TCO. Assist in the development and implementation of Lean Strategies for improving of all aspects of the operation to improve Quality, deliver reduced cost and minimize waste. Identify cost saving opportunities from existing vendor base. Assist in the in the preparation and execution of the annual materials budget.
Responsible for customer order management and fulfilment for respective PU.
Liaise with global supply chain team on affairs related to orders fulfilment, forecast fluctuation, back order and order prioritization.
Track and analyze latest demand trend of all products. Communicate latest demand trend to internal stakeholders.
Track and monitor the status of urgent orders. Work closely with functional team and ensure urgent orders are being shipped on schedule.
Job Requirements:
- Candidate must possess at least a Bachelor's Degree in any related field.
- Required skill(s): interpersonal communications, negotiation, analytical, MS Office, SAP, MRP.
- At least 5-9 year(s) of working experience in the related field is required for this position.
- Preferably Senior Executives specializing in Planning, Purchasing/Inventory/Material & Warehouse Management or equivalent.
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Boston Scientific Sr Tech Sales Support Specialist EP United States, Minnesota
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Your responsibilities will include:
● Provide top technical and clinical support to U.S. Boston Scientific Electrophysiology (EP) field staff and internal clients through various channels (phone, chat, email), Monday–Friday, for a shift during the hours of 6:30 a.m.–5:00 p.m. CST.
● Handle stressful inquiries and situations to ensure positive results.
● Assess product performance and recommend system improvements using advanced troubleshooting and in-depth product and clinical expertise.
● Train and support EP personnel via calls, written communications, and field assistance.
● Document and evaluate inquiries, comments, and concerns; identify quality-related product complaints.
● Maintain proficiency in all current and upcoming products, including investigational studies and industry trends.
● Lead, coach, review work, and mentor less experienced or new staff members.
● Develop business processes, maintain the knowledge base, and create peer training materials.
Required qualifications:
● Minimum of three years' experience in Electrophysiology (EP) or relevant clinical practice, with strong familiarity with FARAPULSE and OPAL technical and clinical troubleshooting.
● Extensive experience in troubleshooting and providing clinical guidance within an Electrophysiology (EP) laboratory setting.
● Ability to work independently with minimal supervision, maintain organization, and consistently deliver results on schedule.
● Demonstrated adaptability and flexibility, effectively contributing to a newly established team within a rapidly expanding division.
● Ability to work with ambiguity and incomplete information.
● Recognizes opportunities for improvement and recommends effective solutions.
● Displays enthusiasm for Electrophysiology (EP), acknowledging the positive impact our products have on patients and healthcare professionals.
● Proven success working remotely from a dedicated home office; remote experience preferred.
Preferred qualifications:
● Bachelor’s degree in a related clinical or technical discipline.
● Experience supporting global teams or cross-functional projects within the medical device or healthcare industry.
● Familiarity with complaint-handling systems or CRM databases.
● Demonstrated leadership or peer mentorship experience.
Maximum Salary: $ 156900
Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).
Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).
For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.
Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.
Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.
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MongoDB Senior VIP Support Specialist United States, California, Palo Alto
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This role is a cornerstone of our Global VIP Support function, responsible for proactive, high-touch (“white-glove”) technology support for our most senior leaders and their Executive Assistants (EAs).
As the West Coast VIP Support Ambassador, you are the single-threaded owner for executive technology needs in the US Pacific time zone, partnering closely with our NYC (US/Eastern) and Dublin (EMEA) VIP specialists to deliver near 24×5 global coverage.
You will blend senior-level IT support with strong AV and collaboration expertise to protect the most critical executive workflows and events. You will also play a key role in developing and delivering IT training for the EA community, and partnering with Internal Comms and AV on All Hands support. This role requires excellent judgment, calm under pressure, empathy, and the ability to drive complex issues to resolution while maintaining executive trust.
Key Responsibilities1. White-Glove Incident Response & Resolution
- End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT).
- Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
- Own communication, status updates, and follow-through until full resolution
- P0/P1 live support:
- Join meetings live for shadow checks, audio/video verification, and real-time triage
- Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
- PagerDuty participation:
- Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
- Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
- Smart handoffs for non-VIP traffic:
- Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
- Remain the escalation point when the issue has executive impact
2. Proactive Care, Stability, & Event / All Hands Support
- Device health and stability:
- Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
- Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
- High-stakes events & All Hands support:
- Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
- Partner with Internal Comms on All Hands execution, including:
- Slide advancement and content playback
- Run-of-show adherence and timing
- Panelist confirmation, speaker tech checks, and backup plans
- Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
- AV/room expertise:
- Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
- Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
- Automation mindset:
- Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
3. Executive Relationship Management, EA Training & Travel Support
- Single-threaded owner for a portfolio of executives/EAs:
- Build trusted relationships with executives and their EAs as their direct technology partner
- Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
- EA IT training & enablement:
- Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
- Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
- Travel & remote support:
- Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
- Coordinate with hotels, venues, and customer sites on AV and network readiness when required
- Provide occasional on-site support at home offices or offsite locations as needed
- Documentation & knowledge sharing:
- Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
- Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively
0–30 Days: Foundational Readiness & Onboarding
- Fully up to speed on the services and technologies we deploy and maintain
- Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
- Complete full runbook, PagerDuty, and Zendesk workflow training
- Shadow two full on-call rotations before taking primary ownership
30–90 Days: Independent Ownership & Proactive Action
- Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
- Actively initiate monthly VIP device health checks for assigned executive portfolios
- Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
- Begin actively developing novel solutions to inefficient processes and problems in your region
90 Days – 1 Year: Efficiency, Strategy & Process Ownership
- Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
- Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
- Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
- Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization
Required
- Experience:
- 5+ years in IT end-user support, service desk, or field support
- Meaningful experience (ideally 2+ years) supporting senior leaders, high-touch stakeholders, or VIP users
- Platform & tooling fluency:
- Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
- Troubleshooting strength:
- Proven ability to troubleshoot complex, end-to-end issues across devices, networks, identity, and collaboration tools
- Comfortable working in ambiguous, time-sensitive situations and making practical tradeoffs
- Collaboration, AV & live events:
- Hands-on experience with video conferencing platforms (Zoom, Zoom Rooms, Teams, etc.) and meeting room systems
- Experience supporting live events or All Hands (e.g., slide advancement, panelist support, run-of-show execution)
- Familiarity with common AV components (cameras, microphones, DSPs, control panels) and how they interact in a room
- Training & communication:
- Exceptional written and verbal communication skills
- Experience explaining workflows, tools, or best practices to non-technical users, and adapting training material for an EA audience
- Customer mindset:
- Empathetic, patient, and service-oriented; comfortable supporting demanding schedules and high expectations
- Discreet and trustworthy with sensitive information
Preferred
- Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership
- Familiarity with tools such as Okta, JAMF, Meraki, Confluence, Jira, Slack, and modern monitoring/alerting systems (e.g., PagerDuty, Utelogy, Zoom dashboards)
- Experience partnering with AV Engineering, Workplace/Facilities, and Internal Comms teams to deliver high-quality live events and All Hands
- Comfort with light automation or scripting (e.g., Python, PowerShell, or workflow tools) to reduce repetitive manual tasks
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Forter Technical Support EngineerNew United States, Virginia
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About the role:
This role requires deep analytical expertise and a proactive approach to problem-solving. You will also be responsible for identifying and implementing automation opportunities, handling escalations and incidents, improving response times, and developing strategies to enhance the customer experience.
What you'll be doing:
- Analyze and interpret data related to online transactions as it relates to Forter's AI model to understand decisioning and key fraud indicators.
- Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions, broken down into fundamental business terms.
- Partner with our Analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests.
- Educate customers about the capabilities of Forter's Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices
- Oversee and maintain merchant business rules related to hard-coded rules within the Forter model.
- Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve Analytic related inquiries and explanations.
- Perform proactive outreach to customers based on internal alerting related to integration health issues and quantify into business terms the impact of analytical/data-driven observations.
- Aid internal teams within Forter, equipping them to handle analytical queries and business questions around Forter’s AI model.
What you'll need:
- 3+ years experience in a role with a strong focus on troubleshooting data analytics in SaaS, software, or FinTech environments.
- Working knowledge of SQL, API’s and Javascript
- Proven ability to independently diagnose and resolve complex analytical issues/inquiries.
- Strong interpersonal skills and a passion for consistently providing a great customer experience
- Experience troubleshooting analytical issues and relaying information in a digestible way to customers
- Experience balancing multiple tasks and customer needs simultaneously
- A proactive and customer-first mindset, with strong interpersonal skills and a passion for delivering an outstanding support experience.
- Capable of working individually and leading a team to solve technical problems
- Exceptional written and verbal communication skills; ability to break down analytical concepts for diverse audiences.
- Attention to detail, excellent organizational and prioritization skills, superior time management
- Strong Bilingual capacity in both English and Mandarin is required to support customers in the GCR region. Additional language capabilities in Korean and Japanese will be a bonus to support our Korean and Japanese customers, but not must-haves.
Benefits
- Competitive salary and bonus plan
- Private health insurance, including vision and dental coverage
- Generous PTO policy
- Half day Fridays, every Friday
Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:
- Great Place to Work Certification (2021, 2022, 2023, )
- Fortune’s Best Workplaces in NYC (2022, 2023 and )
- Forbes Cloud 100 (2021, 2022, 2023, 2024 and )
- #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
- Anti-Fraud Solution of the Year at the Payments Awards ( )
- SAP Pinnacle Awards “New Partner Application Award” (2023)
- Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)
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Palo Alto Support Enablement Escalations Engineer Cortex Cloud United States, Texas, Plano
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Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year
Ownership of critical issues. This doesn’t always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates
New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC – For better visibility and troubleshooting
Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security
Your Experience
Experience: 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
Experience as an Enablement Engineer or an Escalations Engineer is a plus
Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..).
Excellent written and verbal communication skills
Scripting skills (JS/Python/Powershell)
Strong proficiency in both Linux and Windows operating systems
Kubernetes implementation and troubleshooting experience is required
Experience training internal technical teams is a plus
You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $123200 - $199100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
All your information will be kept confidential according to EEO guidelines.
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Palo Alto Sr Technical Support Engineer Focused Services XSIAM United States, California
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Being the cybersecurity partner of choice, protecting our digital way of life.
Your Career
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.
Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.
You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.
Your Impact
- Offer technical support to customers and partners
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides
- Travel to customer sites for critical situations, expediting resolutions as needed
- Provide configurations, troubleshooting, and best practices to customers
- Collaborate with the Engineering team to influence product operability
- Participate in weekend on-call rotation and provide after-hours support as required
- Communicate complex technical issues effectively to internal and external stakeholders
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Your Experience
- Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging), along with deployment tools (SCCM, GPO, AD, JAMF)
- Analytical troubleshooting skills in Linux, displaying problem-solving abilities
- Strong proficiency in software and infrastructure troubleshooting, testing, and debugging
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
- Familiarity with SOAR platforms - writing new and expanding new playbooks using automation and scripting tools.
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch - advantageous)
- Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
- Exposure to SIEM, vulnerability management tools, and firewalls
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities
- Comfortable collaborating across diverse cross-functional teams with open communication
- Previous experience in a customer-facing technical support role (Support Engineer) - advantageous
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction
- Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
- A bachelor's degree in computer science or related discipline or equivalent military experience required (advantageous)
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $108,000/YR - $162,000YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
All your information will be kept confidential according to EEO guidelines.
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• Work with customers' technical team to address their design-related questions and suggest the best practices on Informatica Master Data Management product and IDMC platform
• Review customer's implementation architecture and use cases
• Lead the swift resolution of high-priority technical issues that significantly impact customer satisfaction and business operations.
• Guide clients in adopting best practices to integrate and optimize Informatica solutions effectively.
• Work closely with product management, R&D, and cross-product teams to triage customer bugs, prioritize concerns, and enhance product offerings aligned with customer needs.
• Plan proactive customer engagements and work on deflecting situations before they become escalated.
• Anticipate potential issues and engage customers proactively to deflect escalations and strengthen relationships.
• Oversee the creation and maintenance of comprehensive documentation, knowledge bases, and technical webinars to empower support teams and customers.
• Acts as a technical lead for a GCS team and ensure support teams have the technical expertise to handle complex issues effectively, mentoring engineers and setting technical standards.
• Collaborate with management to refine processes affecting both customer interactions and internal support efficiency.
• Utilize Gen AI and other advanced technologies to provide consistent, high-quality support and enhance customer satisfaction.
What We'd Like to See- Expert level knowledge on Informatica Master Data Management product suite required
- Experience in a Pre-sales or Post-sales consulting role, preferably in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases), ideally using Informatica products.
- Proven technical knowledge of deployment of both Cloud and on-premise software solutions and architectures (Data Warehousing, Data Integration, Data Virtualization, Business Intelligence, Application Integration and Microservices)
- Track record of successful managing customers and complex data management needs
- Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
- Strong problem-solving and root cause analysis abilities to resolve complex, multi-system issues.
- Excellent communication skills to translate complex technical concepts clearly to customers and internal teams.
- Customer-focused collaboration experience, working cross-functionally and mentoring technical staff.
- Understanding of networking, operating systems and security best practices.
- Experience with Informatica IICS platform would be preferable
- Bachelor of computer science or equivalent educational background is preferred.
- Minimum 15+ years of relevant professional experience.
- Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans
- Flexible time-off policy and hybrid working practices
- Equity opportunities and an employee stock purchase program (ESPP)
- Comprehensive Mental Health and Employee Assistance Program (EAP) benefit
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