Technical Support Architect

We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous minds eager to solve the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world.

The Technical Support Architect is responsible for delivering advanced technical expertise and architectural guidance to resolve complex customer issues, ensuring optimal product use and seamless solution integration. Acting as the highest escalation point for critical technical challenges, this role leads to comprehensive root cause analyses to prevent recurring problems. It manages incident and problem resolution by orchestrating cross-functional collaboration to swiftly address critical issues and implement effective preventive measures. As a senior individual contributor, the Technical Support Architect serves as a technical leader-without formal management duties-who solves high-impact problems, mentors team members, and establishes technical standards and best practices. This role demands deep expertise in software and hardware systems, cloud technologies, and industry best practices, along with the ability to communicate complex technical concepts clearly and provide actionable guidance to both customers and internal stakeholders.

((List the technology that we'll use in the role (eg. Java, AWS, Hadoop))

• Lead the swift resolution of high-priority technical issues that significantly impact customer satisfaction and business operations.
• Guide clients in adopting best practices to integrate and optimize Informatica solutions effectively.
• Work closely with product management, R&D, and cross-product teams to triage customer bugs, prioritize concerns, and enhance product offerings aligned with customer needs.
• Plan proactive customer engagements and work on deflecting situations before they become escalated.
• Anticipate potential issues and engage customers proactively to deflect escalations and strengthen relationships.
• Oversee the creation and maintenance of comprehensive documentation, knowledge bases, and technical webinars to empower support teams and customers.
• Acts as a technical lead for a GCS team and ensure support teams have the technical expertise to handle complex issues effectively, mentoring engineers and setting technical standards.
• Collaborate with management to refine processes affecting both customer interactions and internal support efficiency.
• Utilize Gen AI and other advanced technologies to provide consistent, high-quality support and enhance customer satisfaction.

• Senior individual contributor, driving technical standards without formal management duties.
  
  
  
  • Understanding of cloud release and incident management
  
  

• Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
• Strong problem-solving and root cause analysis abilities to resolve complex, multi-system issues.
• Excellent communication skills to translate complex technical concepts clearly to customers and internal teams.
• Customer-focused collaboration experience, working cross-functionally and mentoring technical staff.
• Understanding of networking, operating systems and security best practices.
• Experience with Informatica IICS platform would be preferable
• Influences across segment, BU, and organization to achieve business goals.
• Senior individual contributor, driving technical standards without formal management duties.
• Understanding of cloud release and incident management
• BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
• Minimum 12+ years of relevant professional experience

• Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 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

Our DATA values are our north star and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, our employees are our greatest competitive advantage. So, if your experience aligns but doesn't exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.

About Informatica Informatica, a Salesforce company, is a leader in enterprise AI-powered cloud data management. Informatica helps organizations connect, manage, and unify their AI-ready data through its data catalog, data integration, governance, quality and privacy, metadata management, and Master Data Management (MDM) capabilities. Informatica continues to support and integrate with a broad ecosystem of partners while helping customers unlock the full value of their data and AI.

About Salesforce Salesforce is the #1 AI CRM, empowering companies to connect with their customers in a whole new way through the power of artificial intelligence, data, and trust. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.