Informatica Senior Technical Support Engineer - 

Japan, Tokyo 

535589175

You will report to Takashi Tsushima, Global Customers Support.

Technology You'll Use

Informatica product knowledge, Databases, Troubleshooting, and also Provides technical support for the diagnosing, troubleshooting, repairing, and debugging of complex software. Reports design, reliability, and bugs to R&D software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

1. Experience in second and/or third line support- Knowledge and experience with "Cloud" applications including Salesforce, Amazon Web Services, Workday, Concur, Marketo or others- Experience with Web Services/WSDL, SOAP, XML, XML Schemas, Java, and J2ee Servers is an added advantage- Experience with relational databases like Oracle, Sqlserver, DB2 and MySQL- Experience in Informatica suite of products like Intelligent Data Management Cloud, PowerCenter, PowerExchange, Data Quality, etc. - Excellent Analytical skills and strong attention to details

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

1. Diagnose and resolve more complex technical issues related to the company's software products via telephone and/or email/internet.
2. Manage communications with customers, at all levels, to maintain positive relationships.
3. Experienced user of information tools and training to provide consistent, high levels of customer satisfaction.
4. Participates in problem escalation and call prevention projects to help customers and other technical support staff increase efficiency.
5. Contributes to the online knowledge base of known issues/solutions.
6. May specialize in a particular area or module of the product.
7. Actively participates in technical forums.
8. Provides feedback on the area of specialization to R&D.
9. May mentor Associates and Support Engineers.
10. May contribute to the team recruitment process by serving on interview panels.

What We'd Like to See

1. Seasoned, experienced professional with a full understanding of the area of specialization who resolves a wide ranges of issues in creative ways.
2. This is a fully qualified, career-oriented, journey-level position.
3. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
4. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
5. Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.
6. Well-developed knowledge of relational database management theory and practices.
7. Strong analytical and problem-solving ability.
8. Highly adept at customer relationship and issue resolution communication skills.

Role Essentials

1. BA/BS or equivalent educational background is preferred.
2. Minimum 5+ years of relevant professional experience.
3. Can communicate in both English and Japanese spoken and written fluently
4. Experience in both of Windows and Linux
5. Excellent interpersonal and collaborative skills.

Perks & Benefits

1. Comprehensive benefits package
2. Flexible time-off policy and hybrid working practices
3. Tuition reimbursement program to support your personal growth
4. Equity opportunities and an employee stock purchase program (ESPP)
5. Comprehensive Mental Health and Employee Assistance Program (EAP) benefit