Lead Technical Support Engineer

2 weeks ago

Toronto, Ontario, Canada Informatica Full time $80,000 - $120,000 per year

Lead Technical Support Engineer

Our Ideal Candidate

  • You possess good communication and customer-relationship skills – responsiveness, sensitivity, diplomacy
  • Are comfortable working both independently and collaboratively.
  • You're advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
  • Applying your superior business acumen and resource management skills you meet requirement, and set the example for good work procedures. In addition to the attributes mentioned, you'll also be able to:
  • Inspire and motivate people to rally support behind the vision, make it sharable by everyone.

Your Responsibilities

As a part of the MDM Technical Support, you will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the MDM support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that MDM is delivering overall superior service and support to our customers.

Additional responsibilities include but are not limited to the following:

  • Responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty.
  • Work closely with the rest of the MDM support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that MDM is delivering overall superior service and support to our customers.
  • Track and monitor the customer implementations more closely to ensure that customer gets the best usage of the product in the shortest possible time.
  • Mentor the junior engineers on the team to ensure that the customers are receiving the quality support that they deserve
  • Conduct brown-bag sessions and customer webinars to share the learnings from different customer implementations where you are involved. Also author, edit, publish and maintain an on-line knowledge base of known issues/solutions.
  • Manage customer support technical issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support to partners, sales engineers and post-sales consultants via telephone, email and the web.
  • Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.

Your Qualifications

  • College degree or equivalent technical experience.
  • At least 6 years of experience in the software industry.
  • Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
  • Strong problem solving skills, ability to think about complex problems and come up with creative solutions
  • Strong analytic capability
  • Strong oral and written communication skills
  • Development and/or Technical Support Experience with J2EE applications, especially as implemented on Jboss, WebLogic and WebSphere is a plus
  • Hands-on experience trouble shooting Java and J2EE related errors
  • Thorough understanding of data modeling, physical schema properties, triggers, stored procedures, and database backup, restore and recovery processes.

Informatica offers a competitive compensation package that includes base salary, medical, retirement and flexible time off and more. Our generous benefits vary depending on your geographic work location. It's an exciting time to work at Informatica, you can learn more about our company, our products and services at We are an Equal Opportunity Employer (EOE).

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