Technical Support Engineer

The Technical Support Engineer role is a strategic position focused on designing and refining scalable support systems, serving as the ultimate escalation point for complex technical issues, and leading root cause analyses to prevent recurring problems. It manages incident and problem resolution by coordinating cross-functional efforts to swiftly resolve critical issues and implement preventive measures. As a senior individual contributor with deep technical skills, this role is a technical leader without formal management responsibilities, requiring the ability to solve high-impact problems, mentor others, and set technical standards and best practices.

• Gather and analyze customer feedback to identify support service improvement opportunities.
• Craft innovative processes and systems that transform the customer experience, driving efficiency with minimal downtime and enabling swift, solution-oriented resolutions.
• Managing critical escalations involves swiftly addressing high-priority issues that significantly impact business operations or customer satisfaction.
• Serving as a trusted technical advisor for clients, helping them understand and implement best practices for integrating and optimizing solutions.
• Manage communications to customers, at all levels, to maintain positive relationships.
• Plan proactive customer engagements and work on deflecting situations before they become escalation.
• Collaborates with various cross product teams to resolve customer issues and improve customer experience across all the products
• Enable fellow Managers and Escalation Managers with customer communication and facilitate objective discussion to make sure critical escalations are dealt effectively.
• Understands that erroneous decisions will lead to costs of customer experience.

• Work with product management to make sure customer concerns are prioritized and influence product growth is aligned to customer expectations.
• Understand product roadmap and enable support engineers to handle customer communications related to business solutions which would need product enhancements.
• Regular connect with R&D and PM teams and triage Customer Bugs and Customer Feature Requests.
• Contributing insights from direct customer interactions and feedbacks to inform product roadmaps, strategic decisions and for developing tools
• Technical lead of product(s) and/or technology critical to the company's future or holder of a CoE role or interface to CoE.

• Specialize on particular product and systems, but able to holistically contribute to support of all related products
• Acts as a technical lead for a GCS team and make sure the team is technically sufficient to deal with complex issues.
• Uses insights gained from customer interactions and technical challenges to help shape the future direction of support team and solutions
• Work with the leadership on process improvements in relation to both customer and internal team's interactions.
• Subject Matter Expert in the use of information and Gen AI tools and training to provide consistent, high levels of customer satisfaction.
• Acquires specialized knowledge in specific company products.
• Actively participates or leads within technical forums.
• Works on enablement, new processes, historical case analysis.
• Identify the proactive Hypercare accounts and make sure they are being tracked via Hypercare process
• Allocating and managing a SPOC for tracking accounts involves designating a dedicated individual
• Guide SPOC to improves client satisfaction, and personalized attention and support leading to improved client retention.

Knowledge Management & Forum:

• Oversee the creation and maintenance of comprehensive documentation and knowledge bases, through technical documentation, white papers, or speaking engagements that support team and engineers can use.
• Lead the team of Tech Tuesday webinars to make sure we deliver a successful session
• Ensure that Informatica Success Portal content is up-to-date
• Forsee Informatica forums for regular and proper updates

• Contributes to the product release readiness process
• Lead the management of critical incidents and complex technical issues, coordinating with cross-functional teams for rapid resolution.
• Maintain quality communication with customers via status page and Informatica protocols to provide regular updates and confirming resolution.
• Repeated Incidents when mapped to Problems, work with Product Specialist to define isolation and solution plan.
• Engage in post-incident reviews and RCA to enhance skills and processes, ensuring continuous improvement and user satisfaction.

• Plays a key role in driving technical best practices, leading cross-team initiatives, and mentoring a wider range of staff
• Influencing the technical culture of the organization and contribute to technical discussions.
• Provide regular reports to management that measure the effectiveness of the technical support function.
• Identifies knowledge/skill gaps for the team and individuals and provide feedback to the team's manager
• Responsible for rapid enablement on emerging products and ecosystems
• At this level, incumbents will display excellent presentation skills and strategic thinking.
• Help build and sustains effective on-boarding and training for new team members.
• Contributes to the team recruitment process by serving on interview panels.

• Capable of being a trusted technical advisor for customers.
• Highly adept at customer relationship and issue resolution communication skill to the highest levels of the customer.
• Holds broad expertise or unique knowledge to contribute to development of company objectives or to achieve goals in creative and effective ways.
• Exercises independent judgement in methods, techniques and evaluation criteria for obtaining results.
• Influences across segment, BU, and organization to achieve business goals.
• Provides advice and consultation within their professional discipline within and outside of functional area.
• Uses analytical and problem-solving ability to resolve issues and mentor others on the same.
• Responsible for rapid enablement on emerging products and ecosystems
• Excellent presentation skills and strategic thinking
• Specialized knowledge in specific company products to lead the technical team(s)
• Understanding of cloud release and incident management