Informatica Product Specialist 

India, Karnataka, Bengaluru 

464876281

We are looking for a Product Specialist for Software products (Cloud or On-premise) to join our Global Customer Support team. You will be a trusted adviser to our customers on technical issues through ongoing technical relationship guidance during the whole cycle of a technical issue from launch to closure. You would also get opportunities to work with other Principal Lead engineers. As an employee with Informatica's Global Customer Support Team:

• You will be part of a team of knowledgeable and committed technical specialists connected to the worldwide Informatica technical pool.
• On-the-job training and ongoing learning and development are an important part of why our professionals are widely respected and are treated as world's number one in the technical support arena.
• You'll work with our customers and solve their complex technical problems, related to Informatica's flagship products like Power Center, Data Quality, Data Services, Rev and Big Data, and its peripheries like multiple databases along with different Operating Systems

Additional responsibilities include the following:

• Manage customer support cases daily, including verifying cases, isolating and diagnosing the problem, and resolving the issue
• Troubleshoot areas of poor performance and identify solutions to resolve issues in the immediate future and for the longer term.
• Analyze exceptions and logs to isolate cause help in product's usability and improve end-user experience
• Ensure that knowledge management and data capture processes are followed and encourage and help convert technical solutions to Knowledge base articles
• Approach complex technical issues with varying perceptions and making use of opportunities to create productivity tools
• Ensure all issues are resolved or escalated to the proper resources to resolve them. Additionally, you will manage communications to customers at all levels
• Understand impact of work on the feature/product/team
• Enhance knowledge through training and e-learning courses
• Help customers succeed
• Coordinate with Quality Assurance and Engineering teams to assist in reporting, and resolving product defects.
• Provide regular reports for management that measure the effectiveness of the technical support function

Qualifications:

• Bachelor's Degree in Computer Science, Information Systems or a related technical discipline
• Experience either as a technical support engineer for enterprise application or as an implementation consultant, with experience in contact with customers/Clients by phone and e-mail. Experience in second or third line support.
• 5 to 7 years of experience troubleshooting complex applications.
• Good amount of system and application debugging skills.
• Experience in troubleshoot system, network, database issues is
• Experience in trouble shooting application performance issues.
• Experience in multiple operating systems such as Windows, UNIX/Linux
• Experience with Web Services/WSDL, SOAP, XML, XML Schemas, Java, and J2ee Servers

Perks & Benefits

• 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
• Tuition reimbursement program to support your personal growth
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit