To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

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.

Signature Support Engineer - Salesforce

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.

Overview of the role:

We are looking for an ambitious teammate to join our support team! This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support

The Signature Support Engineer (Technical) is a customer-centric expert and is responsible for Salesforce.com’s Signature Support handling and execution of Severity 1 through 4 cases, as well as, implementing and finding ways to prevent customer issues through proactive support and monitoring. The Signature Support team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. You are required to be technically proficient, business oriented and highly customer centric.

In your role as a Technical Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO).

Responsibilities:

• The complete end-to-end customer experience;

• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues;

• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment;

• Raise issues to Product Engineering as needed

• Be a trusted advisor to our customers on issues related to Tableau products and experience in a way that results in high customer satisfaction;

• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers;

• Provide feature explanation and Sales/Service Cloud standard methodologies;

• Provide peer mentorship to team members through a Swarming framework;

• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Required Qualifications:

• Deep understanding of Salesforce multitenant 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 prioritize and escalate customer issues as needed

• Comfortable interacting with all levels of customer and SFDC management

• Ability to multi-task and perform effectively in critical situations

• In-depth understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

• Understanding of database concepts and data management (RDBMS) and SQL

• understanding of Object-Oriented design and core programming concepts

• Knowledge of XML, preferably experience using server-to-server web services (SOAP / REST)

• Substantial experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java, .Net, SQL) software development

• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

Preferred Qualifications:

• Salesforce Certifications- Advanced Admin, App Builder, Platform Developer

• VisualForce/Apex Knowledge

• CRM domain knowledge

• Previous experience with Salesforce.com CRM and its technologies

NOTE: By applying to the Signature Support Engineer posting, recruiters and hiring managers across the organization hiring Technical Architects will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

• World-class enablement and on-demand training with Trailhead.com

• Exposure to executive thought leaders and regular 1:1 coaching with leadership

• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

• For more details, visit https://www.salesforcebenefits.com/

In school, or graduated within the past 12 months? Please visit FutureForce for opportunities.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $80,700 to $174,200.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.