Technical Support Architect

Job Title

Technical Support Architect

The Technical Support Architect is responsible for delivering advanced technical expertise and architectural guidance to resolve complex customer issues, ensuring optimal product use and seamless solution integration. Acting as the highest escalation point for critical technical challenges, this role leads comprehensive root‑cause analyses to prevent recurring problems. It manages incident and problem resolution by orchestrating cross‑functional collaboration to swiftly address critical issues and implement effective preventive measures.

• 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.
• Act 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.

• Senior individual contributor, driving technical standards without formal management duties.
• Deep technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
• Strong problem‑solving and root‑cause analysis abilities to resolve complex, multi‑system issues.
• Excellent communication skills to translate complex technical concepts clearly to customers and internal teams.
• Customer‑focused collaboration experience, working cross‑functionally and mentoring technical staff.
• Understanding of networking, operating systems and security best practices.
• Experience with Informatica IICS platform preferred.
• BS/BA or equivalent education; at least 12+ years of relevant professional experience.

• Mid‑Senior level;
  Full‑time position.
• Design, Art/Creative, and Information Technology job function.
• Industry: Software Development.

We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.