Senior Technical Support Engineer

You will troubleshoot and resolve complex issues with Informatica products, report bugs to R&D, and support customer installations and training for technical users.

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

• Provide best in class technical support to customers, partners, and internal teams.
• Managing customer issues and escalations within our SalesForce CRM system
• Manage the technical support lifecycle all the way to successful resolution by analysing and reproducing problems and managing customer expectations throughout.
• Work with regional partners on proactive support, enablement, and guidance.
• Follow up on actions in a timely manner.
• Coordinate with other teams to identify, report and speed up resolutions of product defects and anticipate and pre-emptively deflect escalations or at-risk customer situations.

What We'd Like to See

• Passionate about exceptional customer success
• Analytical, troubleshooting, and problem-solving skills
• Proficient in Java with proven programming experience
• Experience debugging Java or other OOP languages
• Solid understanding of relational databases, especially Oracle and MS SQL Server
• Familiar with Windows and Linux (Red Hat, SuSE) operating systems
• Knowledge of Cloud platforms like Azure, AWS, or GCP
• Experience with Open API Specification (Swagger) and web services (REST, SOAP)
• Some network troubleshooting experience
• Excellent English language skills, fluency in Arabic is desirable