✦ Luna Orbit — IT Support & Helpdesk

Technical Support Engineer - Informatica MDM

at Salesforce

📍 2 Locations Unknown Posted March 17, 2026
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Position Details

Type Not Specified
Experience mid
Exp. Years Not specified
Education Not specified
Category IT Support & Helpdesk

About this role

This role involves providing technical support for Salesforce's MDM SaaS platform, diagnosing complex issues, and collaborating with product teams to improve customer satisfaction.

Key Responsibilities

  • Manage support cases
  • Diagnose and resolve product issues
  • Collaborate with R&D
  • Contribute to knowledge base
  • Maintain customer relationships

Technical Overview

The technical environment includes Salesforce MDM SaaS, knowledge base platforms, and GenAI tools, requiring strong troubleshooting and root cause analysis skills.

Ideal Candidate

The ideal candidate is a mid-level technical support engineer with strong expertise in MDM SaaS solutions, customer support, and root cause analysis. They should have excellent communication skills and experience collaborating with product and engineering teams to resolve complex issues.

Must-Have Skills

Deep technical mastery of MDMCustomer support case managementRoot-cause analysisTechnical collaborationKnowledge base contribution

Nice-to-Have Skills

GenAI toolsProduct ManagementQuality AssuranceIssue escalationCustomer escalation handling

Tools & Platforms

SalesforceMDM SaaSP360Knowledge Base Platforms

Required Skills

Customer SupportTechnical AnalysisRoot Cause EngineeringKnowledge Base ManagementTroubleshootingMDMSaaSGenAI tools

Hard Skills

Customer SupportTechnical AnalysisRoot Cause EngineeringProduct ManagementSolutions DeliveryKnowledge Base ManagementRoot Cause AnalysisCustomer CommunicationSupport Case ManagementTroubleshootingMDMSaaSGenAI tools

Soft Skills

CommunicationProblem-solvingCollaborationCustomer Relationship ManagementTechnical DocumentationRoot Cause AnalysisTeamwork

Industry & Role

Industry SaaS
Job Function Technical support and customer success for Salesforce MDM SaaS platform
Role Subtype Help Desk L2
Tech Domains Salesforce, MDM, SaaS

Keywords for Your Resume

Customer SupportTechnical SupportRoot Cause AnalysisMDMSaaSGenAI toolsSupport Case ManagementTroubleshootingCustomer CommunicationKnowledge BaseRoot Cause EngineeringProduct ManagementSolutions DeliveryCustomer SatisfactionTechnical AnalysisCustomer supportTechnical supportRoot cause analysisCustomer communicationKnowledge baseSupport case management

Deal Breakers

Lack of technical mastery in MDM, Inability to handle support cases, Poor communication skills, No experience with SaaS or support tools

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