Data Cloud - Technical Support Engineer

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About Salesforce

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Role Description
We are looking for an ambitious teammate to join our cutting-edge 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, troubleshooting 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.

In your role as a Support Engineer, you are the 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) and 1-1-1 model.

Your Impact

* 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, when required;
* Exceed customers' expectations 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.

Minimum Requirements

* Bachelor's degree in Computer Science or equivalent experience;
* Work experience in Engineering, Programming, Technical Support, or working with Salesforce Marketing Cloud, Sales Cloud, Service Cloud, or Tableau;
* Excellent written and verbal communication skills;
* Experience with Database concepts, Data management (RDBMS), and SQL;
* Understanding of relational databases;
* Experience working with and solving technical problems; 
* Demonstrated skill in Customer Support or Customer Service in a customer-facing role;
* Ability to effectively prioritize and advance customer issues, as required;
* Ability to multi-task and perform effectively under pressure.

Preferred Requirements

* Certifications in Salesforce Sales Cloud, Service Cloud, Marketing Cloud or Data Cloud
* Proven comprehension of one or more Salesforce products
* Experience working with SQL, databases and/or big data solutions

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