Senior Technical Support Engineer

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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.

The Sr. Technical Support Engineer (Signature) 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.

Responsibilities

• 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.
• Understanding how Signature Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are evaluated so we can align our success metrics.
• Provide proactive support which includes proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions.
• Advocate Signature Support customer’s 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 working 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.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Participation in Signature Support 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 the expert exhibiting the highest level of expertise in providing Salesforce Support. You may be asked to review, improve, and approve technical work. You may also be asked to guide others, mentor and instruct.
• Create knowledge base materials dedicated towards operational efficiency while also building and enabling the greater support community. Share methodologies 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 dedicated by the severity and urgency of issues.
• Ability to combine all salesforce teams efforts and be the single point of contact for all post sales support activities.

Skills/Experience

Required Skills/Experience:

• 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.
• Current Salesforce Administrator Certification.
• 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.
• Solid 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.

Desired Skills/Experience:

• Salesforce Certifications- Advanced Admin, App Builder, Platform Developer.
• Service Cloud certification.
• VisualForce/Apex Knowledge.
• CRM domain knowledge.
• Previous experience with Salesforce.com CRM and its technologies.

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For Washington-based roles, the base salary hiring range for this position is $105,600 to $145,200. 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: