Technical Support Engineer

About the role

Technical Support Engineer at Salesforce responsible for managing complex customer support cases for Informatica MDM, MDM SaaS, and P360. Performs root‑cause analysis, reproduces product behaviors, coordinates with QA and engineering, provides feedback to R&D, participates in technical forums, escalations, and knowledge base contributions. Requires deep technical mastery of MDM, application servers, Java, Oracle, MSSQL, DB2, Unix/Linux, and strong customer communication skills.

What you’ll do

• Manage complex support cases, verify, isolate, diagnose, resolve.
• Reproduce product behaviors to find root cause, provide work‑arounds.
• Provide feedback to R&D on specialization areas.
• Participate in technical forums.
• Communicate with customers at all levels, maintain relationships.
• Use GenAI tools for consistent high customer satisfaction.
• Coordinate with QA and Engineering to identify, report, resolve defects.
• Escalate problems, prevent calls, improve efficiency.
• Contribute to knowledge base of known issues/solutions.
• Participate in production incidents and customer escalation calls.
• Act as SPOC for critical customers, guide project journey.
• Assist in recruitment by serving on interview panels.

What you’ll bring

• Bachelor's degree or equivalent technical experience
• 5-12 years supporting mission‑critical components
• Experience with Informatica MDM, MDM SaaS, ActiveVOS, P360
• Exposure to WebLogic, Jboss, WebSphere
• Experience in Java, Oracle, MSSQL, DB2
• Exposure to Unix/Linux
• Detail‑oriented with strong communication and customer service
• Strong analysis, debugging, troubleshooting, persistence
• Strong customer relations, comfortable with executives
• Creative problem‑solving for complex issues
• Leverages business acumen and subject matter expertise

Nice to have

• Exposure to IICS CDI, CAI, Data Quality, MDM
• Exposure to NoSQL databases, Kibana
• Exposure to Azure, AWS cloud platforms

Skills

Education

Bachelor's