Informatica · 1 day ago
Technical Support Architect
Redwood City, CA
Full-time
Onsite
Senior Level, Lead/Staff
15+ years expInformatica is seeking a Technical Support Architect to join their Global Customer Support team. This role is responsible for delivering advanced technical expertise and guidance to resolve complex customer issues while ensuring optimal product use and seamless solutions around Informatica's Master Data Management product and IDMC platform.
AnalyticsBig DataCloud ComputingCloud Data ServicesCyber SecurityData IntegrationData Management
Responsibilities
Work with customers’ technical team to address their design-related questions and suggest the best practices on Informatica Master Data Management product and IDMC platform
Review customer’s implementation architecture and use cases
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
Qualification
Required
Experience in Post-sales support or consulting experience in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases)
Delivering advanced technical expertise and architectural guidance to resolve complex customer issues
Acting as the highest escalation point for critical technical challenges
Leading comprehensive root cause analyses to prevent recurring problems
Managing incident and problem resolution by orchestrating cross-functional collaboration
Solving high-impact problems and mentoring team members
Establishing technical standards and best practices
Deep expertise in software and hardware systems, cloud technologies, and industry best practices
Ability to communicate complex technical concepts clearly and provide actionable guidance
Work with customers' technical team to address their design-related questions
Review customer's implementation architecture and use cases
Lead the swift resolution of high-priority technical issues
Guide clients in adopting best practices to integrate and optimize Informatica solutions
Work closely with product management, R&D, and cross-product teams
Plan proactive customer engagements and work on deflecting situations
Anticipate potential issues and engage customers proactively
Oversee the creation and maintenance of comprehensive documentation
Acts as a technical lead for a GCS team
Collaborate with management to refine processes affecting customer interactions
Utilize Gen AI and other advanced technologies to provide consistent support
Expert level knowledge on Informatica Master Data Management product suite
Experience in a Pre-sales or Post-sales consulting role
Proven technical knowledge of deployment of both Cloud and on-premise software solutions
Track record of successful managing customers and complex data management needs
Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP)
Strong problem-solving and root cause analysis abilities
Excellent communication skills to translate complex technical concepts
Customer-focused collaboration experience
Understanding of networking, operating systems and security best practices
Minimum 15+ years of relevant professional experience
Preferred
Experience with Informatica IICS platform
Bachelor of computer science or equivalent educational background
Company
Informatica
Informatica provides AI-powered cloud data management and integration solutions for enterprises to enable data-driven decisions.
5001-10000 employees
H1B Sponsorship
Informatica has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (121)
2024 (120)
2023 (139)
2022 (182)
2021 (182)
2020 (147)
Funding
Current Stage
Public CompanyTotal Funding
$408M2025-05-27Acquired
2024-11-08Post Ipo Secondary· $408M
1999-04-29IPO
Leadership Team
Amit Walia
Chief Executive Officer
Graeme Thompson
SVP and Chief Information Officer
Recent News
The Motley Fool
2026-01-24
2026-01-23
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