Senior Technical Support Engineer

Overview

Senior Technical Support Engineer role at Informatica in Dubai. Hybrid work schedule. Report to Manager, Customer Support.

Responsibilities

• Provide best-in-class technical support to customers, partners, and internal teams.
• Manage customer issues and escalations within Salesforce CRM.
• Analyze and reproduce problems and manage customer expectations throughout support lifecycle.
• 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 pre-emptively deflect escalations or at-risk customer situations.

Qualifications

• 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.

Role Essentials

• Minimum 5+ years of industry experience in supporting mission critical software components; exposure to cloud native applications/architecture is a strong plus.
• BA/BS or equivalent educational background.
• Minimum 5+ years of relevant professional experience.

Perks & Benefits

• Comprehensive health, vision, and wellness benefits (paid parental leave, adoption benefits, life insurance, disability insurance, 401k plan or international pension/retirement plans).
• Flexible time off policy and hybrid working practices.
• Equity opportunities and an employee stock purchase program (ESPP).
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit.

Informatica (NYSE: INFA), a leader in enterprise AI powered cloud data management, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. Customers in approximately 100 countries and more than 80 of the Fortune 100 rely on Informatica Informatica. Where data and AI come to life.