Senior Technical Support Engineer- Industries- Government Cloud

Informatica is seeking a Senior Technical Support Engineer for their innovative customer support team. This role focuses on delivering world-class support for government and public sector cloud solutions, requiring strong technical skills and the ability to drive operational excellence while ensuring customer satisfaction.

Responsibilities:

• Delivering world-class customer support to Signature customers
• Driving operational excellence and partnering closely with Product, Engineering, Success, and Sales
• Supporting complex, mission-critical customer environments
• Meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets
• Serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability

Requirements:

• Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role
• Over 4+ years of prior experience in a Technical Support/Services-related role
• Experience with Salesforce and/or CRM applications and other cloud-based technologies
• Comfortable interacting with all levels of customer and Salesforce management
• Ability to multitask and perform effectively under pressure
• Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc
• Experience with database concepts and data management (RDBMS), JSON, and SQL
• Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring
• This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government background clearance process
• Salesforce Certified Administrator
• Salesforce Certified OmniStudio Developer
• Platform App Builder 1
• Platform Developer 1
• Keep support workflows aligned with Gov Cloud controls, FedRAMP, and internal security policies
• Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling
• Salesforce Industry CPQ Certification
• Revenue Cloud CPQ and Advanced Certification
• Experience in Energy, Health, Insurance, Financial Services, Telecommunications, Retail, and Consumer Goods industries
• Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries