Description

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Our Technical Support Engineers are key players in ensuring customer loyalty through deep technical mastery of P360 (Informatica PIM). Mirroring our commitment to technical expertise, this role involves a high degree of technical analysis and root-cause engineering. You will collaborate with Product Management and Solutions Delivery to discover and deploy fixes that drive customer satisfaction and ensure our products meet the highest standards of reliability and performance

YOUR IMPACT: Responsibilities

Manage complex customer support cases daily, including verifying cases, isolating and diagnosing the problem, and resolving the issue
Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions
Provides feedback on the area of specialization to R&D.
Participate in technical forums
Manage communications with customers, at all levels, to maintain positive relationships.
Experienced user of information and GenAI tools and training to provide consistent, high levels of customer satisfaction.
Coordinate with Quality Assurance and Engineering teams to help in identifying, reporting and resolving product defects
Participates in problem escalation and call prevention projects to help customers and other technical support staff increase efficiency.
Contributes to online knowledge base of known issues/solutions.
Participate in production incidents and customer’s escalations calls
Act as a single point of contact (SPOC) for critical customers and help them with project journey
May contribute to the team recruitment process by serving on interview panels.

MINIMUM QUALIFICATIONS

B.E, BTech, MCA degree or equivalent technical experience
2-6 years of industry experience in supporting mission critical lead components
Experience with Informatica PIM, P360, Active Vos, Supplier Portal, Media Manager
Experience in JAVA, Oracle, MSSQL Server and/or DB2
Exposure to Unix/Linux
Must be detailed oriented with excellent communication and customer service skills
Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner
Excellent written & verbal communication skills
Strong problem-solving skills, ability to think about complex problems and come up with creative solutions
Skilled in building strong customer relationships and effectively resolving issues through excellent communication.
Leverages business acumen and subject matter expertise

PREFERRED QUALIFICATIONS

Exposure to IICS components like Cloud Data Integration (CDI), Cloud Application Integration (CAI), Data Quality, and Master Data Management (MDM) is preferred
Exposure to NoSQL Databases and Kibana
Exposure to cloud computing platforms like Azure, AWS etc.
Exposure to Elastic Search
Exposure to cloud computing platforms like Azure, AWS etc.

Attributes

Leader, who can communicate the value of Cloud features
Results-driven, tenacious, drive to succeed in a fast-paced environment
Ability to learn quickly and adapt to change