Lead Product Specialist - Toronto, Canada - Informatica

Description

External Posting Title:
Product Specialist/Senior Product Specialist, GCS - Advanced Product Support

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Our Company
Informatica Corporation is the world's number one independent provider of data integration software.

Organizations around the world gain a competitive advantage in today's global information economy with timely, relevant and trustworthy data for their top business imperatives.

More than 4,350 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise, off premise and in the Cloud.

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Our Team

Your Opportunity

We are looking for a Lead Product Specialist, with a proven record of accomplishment in technical field to join our Advanced Support team.

As an employee with Informatica,

• You will be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool.
• Thriving in a fastpaced MDM environment, you'll work with our MDM customers and solve their complex technical problems, related to MDM product and its peripheries like database, OS, Appservers etc.
• On the job training and ongoing learning and development are a key part of why our professionals are widely respected and are treated as world number one in technical support arena.
• You're a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability.
• You possess good communication and customerrelationship skills responsiveness, sensitivity, diplomacy
• Is comfortable working both independently and collaboratively?
• You're advanced problemsolving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
• You are comfortable to program in JAVA and have indepth knowledge on Programming and systems (OS, Networks)
• Inspire and motivate people to rally support behind the vision, make it sharable by everyone.

Your Responsibilities
This key individual will serve as Product Specialist for both internal and external customers.

This position will also work closely with internal development and support staff to solve technical product problems and provide third line support.

Primary responsibilities involve troubleshooting complex technical problems and working with the customer and Informatica development to resolve technical roadblocks.

Will also facilitate, drive and support the customers' implementation process, working closely with our customers' implementation teams and Informatica technical support.

He/she will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.

Additional responsibilities include but are not limited to the following:

• Manage customer support technical issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
• Reproduce product behaviors to determine the problem rootcause(s), issue workarounds and solutions.
• Coordinate with Master Data Management (MDM) Quality Assurance and Engineering teams to provide assistance in identifying, reporting, and resolving product defects.
• Conduct brownbag sessions and customer webinars to share the learnings from different MDM customer implementations where you are involved. Also author, edit, publish and maintain an online knowledge base of known issues/solutions.
• Provide regular reports for management that measure the effectiveness of the technical support functions

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Your Qualifications
***- A BS/MS in Computer Science or related technical field,

• 10+ years of industry experience in supporting mission critical software components.
• Prior experience in troubleshooting problems to the source code level in Java is required
• Excellent grasp of relational database management theory and practice.
• Handson experience trouble shooting Java and J2EE related errors
• Experience in Windows and UNIX flavors of operating system
• A high degree of analytical and problemsolving abilities.
• Constructively work together as a team, sharing ideas and resources.
• Ability to work with minimum supervision.
• Ability to work under own initiative and respond to peaks in demand.