Success Architect

Salesforce•Austin, TX

About The Position

We're looking for a seasoned Technical Support Architect with deep expertise in post-sales support or consulting in enterprise software to join our Customer Success organization. In this senior individual contributor role, you'll serve as the highest escalation point for complex, high-impact technical challenges — providing architectural guidance, driving root cause analysis, and ensuring our customers get the most out of the Salesforce MDM Platform. You'll work cross-functionally with Product, R&D, and Engineering teams while mentoring engineers and setting the technical bar for the support organization.

Requirements

Expert level knowledge on Informatica Master Data Management product suite required
Experience in a Pre-sales or Post-sales consulting role, preferably in Enterprise software solutions (MDM, Data Integration, Data Quality, Cloud and Databases), ideally using Informatica products.
Proven technical knowledge of deployment of both Cloud and on-premise software solutions and architectures (Data Warehousing, Data Integration, Data Virtualization, Business Intelligence, Application Integration and Microservices)
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 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.
15+ years of relevant professional experience in technical support, consulting, or software engineering

Nice To Haves

Experience with Informatica IICS platform would be preferable
Bachelor's degree in Computer Science or equivalent technical background preferred

Responsibilities

Serve as a technical expert and architect for Informatica MDM SaaS implementations, providing guidance on best practices, architecture design, and troubleshooting.
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.