Senior Technical Support Engineer

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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.

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 Senior Support Engineer profile is one of the best opportunities to master the 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 customer-focused and fast-paced, operating globally to provide 24/7/365 technical support.

Your Impact - Responsibilities: In your role as a Senior Technical Support Engineer, you are the first point of contact for customers experiencing technical challenges. Job responsibilities include but are not limited to:

• The complete end-to-end customer experience;
• Assisting customers in troubleshooting their Service Cloud-related challenges and implementation of standard product features.
• Be 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 the greatest level of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
• Assume case ownership and resolve customer issues through skillfully managing complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams, Product Engineering, and additional stakeholders, when required;
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Providing feature explanation and best practices.
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Ability to adapt to a high-paced, high-volume environment with shifting priorities while multitasking and performing effectively under pressure.
• Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, team trainings, collaboration on cases through Slack, etc.
• Creating and curating knowledge content.
• Provide peer mentorship to team members through Swarming framework
• Willingness to participate in weekend and holiday on-call rotation coverage

Minimum Qualifications:

• 3+ years of prior experience in Technical Support and/or 1+ years with development experience
• Excellent written and verbal communication skills;
• Experience with Database concepts, Data management (RDBMS), and SQL;
• Understanding of internet technologies: firewalls, web servers, proxy servers, etc.;
• Familiar with the terms; HTML, APEX, JavaScript, Java, C++ (Object-Oriented Programming Languages);
• Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc.
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role;
• 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.
• Current Salesforce Administrator Certification

Desired Qualifications:

• Salesforce Certifications- Advanced Admin, App Builder, Platform Developer
• Service Cloud certification
• Experience with Salesforce and/or CRM applications and other cloud-based technologies
• Clear comprehension of one or more Service Cloud products (Case Management, Agent Workspace, Service Process Automation, Web-to-case, Omnichannel Routing)
• VisualForce/Apex Knowledge/Lightning knowledge

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