Informatica Technical Support Architect - 

United States, Texas, Austin 

92724017

• 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.

• 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