Swarm Lead (Informatica MDM, PIM, P360 experience mandatory)

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Customer Success

Job Details

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Job Title: Swarm Lead – MDM Technical Support Engineering
Location: Bangalore, India
Experience: 4–6 years

Our Team

Informatica (from Salesforce) Technical Support Engineering is a world-class technical support function spanning North America, Europe, and Asia Pacific. Our singular mission is to ensure customers achieve maximum success with their Informatica solutions — delivered through deep technical expertise, a culture of ownership, and a relentless focus on customer satisfaction.

Your Opportunity

We are looking for a technically exceptional Swarm Lead to join our MDM Technical Support Engineering team in Bangalore. In this role, you won't just resolve cases — you'll be the technical backbone of the team, guiding engineers through the most complex MDM SaaS escalations and driving a culture of deep diagnosis and rapid resolution.
As a Swarm Lead, you will serve as the primary escalation anchor for high-priority MDM SaaS cases, lead co-own reviews, and work hand-in-hand with R&D, Product, and PS teams to get to root cause fast. You'll bring structure to chaos, mentor engineers in the trenches, and leverage native AI tools and Claude to supercharge how the team works. If you thrive on technically hard problems, love cloud-native environments, and want to make a real impact — this role is for you.

Our Ideal Candidate

You are a hands-on technologist who has spent years digging deep into complex SaaS and MDM environments — and you love it. You don't wait for answers; you go find them in Kibana logs, thread dumps, MongoDB explain plans, and APM dashboards. You're equally comfortable mentoring a junior engineer through a tricky case as you are presenting a root cause analysis to R&D.

• You have strong instincts for cloud-native troubleshooting — whether it's a memory leak in a Java microservice, a slow MongoDB query killing performance, or a customer-facing SaaS outage with incomplete logs.
• You bring structure to ambiguity — you know how to isolate, reproduce, and articulate complex technical problems clearly to both engineers and customers.
• You are a natural collaborator — working across support, engineering, and PS teams with ease, earning trust through technical credibility.
• You embrace AI as a force multiplier — actively using native AI tools and Claude to accelerate log triage, draft communications, and surface patterns across cases.
• You possess superb communication and customer-relationship skills — responsiveness, sensitivity, diplomacy — and are comfortable working both independently and collaboratively.
• You take mentorship seriously — you invest in your teammates' growth and raise the bar for the whole team.

Essential Duties & Responsibilities

• Act as the primary technical escalation point for complex and high-priority MDM SaaS support cases, including verifying, isolating, diagnosing, and resolving issues
• Analyze and troubleshoot issues across MDM SaaS infrastructure including Kibana logs, APM metrics, HAR reports, and Java heap/stack traces
• Build and optimize MongoDB queries; diagnose query performance issues through slow query analysis, index evaluation, and explain plans
• Reproduce product behaviors to determine root cause, issue workarounds, and deliver solutions
• Participate in problem escalation and call prevention projects to improve efficiency for customers and support staff
• Provide lead-level instructions and guidance to support engineers for faster isolation and resolution of reported issues, including driving co-own reviews (PSR/Raise Hand) with structured direction
• Act as a single point of contact (SPOC) for critical customers, supporting them through their project journey
• Collaborate with R&D, Product, and PS teams to drive root cause identification — providing feedback on areas of specialization back to engineering
• Coordinate with QA and Engineering to identify, report, and resolve product defects
• Contribute to knowledge base articles, internal runbooks, and team enablement sessions
• Mentor support engineers on SaaS troubleshooting best practices, MDM product internals, and daily casework
• Participate in customer escalation calls and act as a trusted technical voice for critical accounts
• Drive AI adoption within the team — leveraging native AI tools and Claude for case analysis, log triage, and productivity improvement
• May contribute to the team recruitment process by serving on interview panels

Your Qualifications & Experience

• 4–6 years of experience in technical support engineering or a related field
• Strong hands-on experience with Informatica MDM (Hub, SaaS, or both)
• Proven ability to troubleshoot SaaS/cloud-based applications at depth
• Experience analyzing Kibana logs, APM metrics, and HAR reports
• Proficiency in Java heap and stack analysis (thread dumps, heap dumps, OOM analysis)
• Ability to analyze complex Java-based enterprise applications
• Hands-on experience building and optimizing MongoDB queries, including diagnosing query performance issues (slow queries, index analysis, explain plans)
• Strong understanding of microservices architecture, containerization (Kubernetes/Docker), and cloud infrastructure concepts
• Excellent analysis, debugging, and troubleshooting skills with persistence in problem solving
• Strong customer relations experience — comfortable interacting with customers and executives professionally
• Excellent written and verbal communication skills in English

:sparkles: Good to Have

• Experience with MDM SaaS specifically (cloud-native MDM deployment)
• Familiarity with Informatica Intelligent Data Management Cloud (IDMC)
• Exposure to cloud platforms like AWS or Azure
• Prior experience in a Swarm Lead, Tech Lead, or Senior Support Engineer role
• Exposure to AI-assisted support tools or log analysis automation

:trophy: Why Join Us

• Collaborate directly with R&D and Product on critical escalations
• Be part of an AI-forward support team driving innovation in case resolution

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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