Description

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole recent way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Our Technical Support Engineers are key players in ensuring customer loyalty through deep technical mastery of MDM, MDM SaaS, and P360. Mirroring our commitment to technical expertise, this role involves a high degree of technical analysis and root-cause engineering. You will collaborate with Product Management and Solutions Delivery to discover and deploy fixes that drive customer satisfaction and ensure our products meet the highest standards of reliability and performance

YOUR IMPACT: Responsibilities

Manage complex customer support cases daily,



including verifying cases, isolating and diagnosing the problem, and resolving the issue
Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions
Provides feedback on the area of specialization to R&D.;
Participate in technical forums
Manage communications with customers, at all levels, to maintain positive relationships.
Experienced user of information and GenAI tools and training to provide consistent, high levels of customer satisfaction.
Coordinate with Quality Assurance and Engineering teams to help in identifying, reporting and resolving product defects
Participates in problem escalation and call prevention projects to help customers and other technical support staff increase efficiency.
Contributes to online knowledge base of known issues/solutions.
Participate in production incidents and customer’s escalations calls
Act as a single point of contact (S

📌 Technical Support Engineer (Hyderabad)
🏢 Informatica Brasil
📍 Hyderabad