Commerce Cloud B2C Product Support Engineer

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Job Category

Customer Success Group

Job Details

Salesforce is seeking a Tier 2 Engineer to join the Salesforce B2C
Commerce Support Team. This direct customer facing position is for someone who is highly motivated, self- directed, and has a desire to work on a cloud based eCommerce platform. A successful candidate must be able to help customers and partners overcome crippling technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and standard methodology mentorship to the broader Technical Support team. The individual we are seeking can take big-picture well-rounded views of difficult situations, make tough decisions under pressure, and act in a spirit of candid teamwork internally and externally.  

Responsibilities:

• Responsible for providing product support to customers of the B2C
• Commerce platform through support case ownership and primary point of customer contact. 
• Supports and contributes to the growth of standard methodologies for delivery of B2C Commerce support services
• Understand B2C Commerce technologies and troubleshooting practices to ensure successful resolution of product issues. 
• Complete assigned cases in queue with little or no supervision 
• Handle individual product issues to resolution 
• Contribute to the definition and evolution of B2C Commerce methodologies, standards and best practices for support and product delivery 
• Identify customer needs and cultivate a relationship with the customer to generate more business for Salesforce B2C Commerce
• Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support
• community
• Provide on-call weekend support on rotating basis
   

Minimum Requirements:

• Relevant experience providing customer facing (level-2 or higher) product/technical support (Web based products or eCommerce preferred) 
• Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
• Candidates should be able to read and understand code written in the above languages
• Must be proficient with analysing log files and standard debugging concept 
• Experience providing web development support is highly desirable
• Familiarity with development IDE’s such as Eclipse
• Understanding of database technologies and ability to build basic
• SQL scripts
• Familiarity with tools & practices of the trade such as case management, knowledge-base, defect & escalation management
• Experience providing API support 
• Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable
• Experience providing SaaS support is desirable
• Strong verbal and written communication skills

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