Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category ERP & CRM Systems

About this role

This role involves providing technical support for Salesforce's P360 (Informatica PIM) product, diagnosing complex issues, reproducing product behaviors, and collaborating with product teams to improve reliability and customer satisfaction.

Key Responsibilities

Manage support cases
Diagnose product issues
Reproduce product behaviors
Collaborate with Product Management
Contribute to knowledge base

Technical Overview

The technical environment includes customer support case management, product troubleshooting, root cause analysis, and AI/GenAI tools for support enhancement.

Ideal Candidate

The ideal candidate is a technically skilled support engineer with experience in customer support for SaaS products, particularly in CRM or PIM systems. They should possess strong analytical skills, familiarity with AI tools, and excellent communication abilities to manage complex support cases and collaborate with product teams.

Must-Have Skills

Deep technical mastery of P360 (Informatica PIM)Customer support case managementTechnical analysisRoot cause diagnosisCollaboration with Product Management

Nice-to-Have Skills

Experience with AI and GenAI toolsKnowledge of product defect reportingParticipation in technical forumsExperience with online knowledge bases

Tools & Platforms

Informatica PIMAI toolsGenAI tools

Required Skills

Customer SupportTechnical AnalysisRoot Cause EngineeringProduct Behavior ReproductionCustomer CommunicationAI toolsGenAI toolsSupport Case ManagementKnowledge BaseTroubleshooting

Hard Skills

Customer SupportTechnical AnalysisRoot Cause EngineeringProduct Behavior ReproductionCustomer CommunicationKnowledge Base ManagementSupport Case ManagementAI toolsGenAI toolsProduct ReliabilityTroubleshooting

Soft Skills

CommunicationCollaborationProblem-solvingCustomer Relationship ManagementTechnical DocumentationTeamwork

Industry & Role

Industry SaaS

Job Function Technical support and customer success for P360 (Informatica PIM)

Role Subtype Customer Support & Support Engineer

Keywords for Your Resume

Customer SupportTechnical AnalysisRoot Cause EngineeringProduct Behavior ReproductionCustomer CommunicationAI toolsGenAI toolsSupport Case ManagementKnowledge BaseTroubleshootingInformatica PIMCustomer SatisfactionTechnical SupportRoot Cause DiagnosisProduct ReliabilityCustomer supportTechnical analysisRoot cause diagnosisSupport case managementCustomer communicationKnowledge base

Deal Breakers

Lack of experience with Informatica PIM, No customer support experience, Poor communication skills, No technical troubleshooting background

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Technical Support Engineer - PIM, P360

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