Senior Technical Support Engineer
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Job CategoryCustomer Success
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 new 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.
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.
Technical Support Engineer profile gives you opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will always keep you engaged and motivated at work. Learning opportunities are limitless. Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.
Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
Understanding how Signature Success customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, working with CCE and Technical Enablement teams on proactive tuning, and providing recommendations to minimise potential service disruptions.
Advocate Signature Success customers’ priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as work with R&D on pilot programs
Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
Assist developers in troubleshooting their integration with Salesforce APIs, Apex, Visualforce and implementation of other Salesforce developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
Participation in Signature Success project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.
Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
Ability to orchestrate all Salesforce teams efforts and ensure we are single point of contact for all post sales support activities.
Deep understanding of Salesforce Multi-tenant architecture
Bachelor's degree in computer science or equivalent experience
5+ years of prior experience in Technical Support and/or 3+ years with development experience
Demonstrated analysis, problem solving and skills troubleshooting expertise
Ability to effectively prioritise and escalate customer issues as required
Comfortable interacting with all levels of customer and SFDC management
Ability to multi-task and perform effectively under pressure
Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Understanding of database concepts and data management (RDBMS) and SQL
Solid understanding of Object-Oriented design and core programming concepts
Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.
- Visualforce and Apex code experience
- Certified Salesforce Developer (DEV401) (Mandatory)
- Certified App Builder (Mandatory)
- ADM 201 (Mandatory)
- Certified Salesforce Developer
- CRM domain knowledge
- Previous experience with Salesforce CRM and its technologies
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