Production Support Engineering - SMTS

engineer joining the Customer Centric Engineering team, you will get an opportunity to work on a broad set of challenging customer-related issues which will require a wide range of technologies and troubleshooting of the Salesforce Core CRM Platform. As a Customer Centric Engineer you will investigate, reproduce, diagnose and propose fixes for sophisticated issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, perseverance and communication.

For this role you will be working with Salesforce customer support engineers to troubleshoot customer implementations of the Salesforce Lightning UI (Lightning Components), both in Javascript on the browser, and in Java on the server.

Responsibilities

• Using your Java, JavaScript, Database, Web API and UI skills to tackle critical customer escalations

• Figuring out ways to find "the bug" utilizing outstanding troubleshooting techniques and all the tools and systems available within the development organization, and digging deep into code

• Identifying root causes, proposing test cases and proposing code changes to fix the problem.

• Providing timely information to customer facing teams to improve overall customer satisfaction

• Mentoring internal support teams on technical issues and best practices

• Building collaborations teams across Customer Service, Development, and Site Reliability as a technical expert

• Championing Supportability and Debug-ability initiatives throughout development and developing new debugging tools while working closely with product teams

• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)

• Provide input into long-range platform requirements and operational guidelines, with a focus on automation and continuous improvement of Platform Service Composability and availability.

• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that.

• Deliver presentations highlighting metrics, trends and success stories to engineering teams

Required Skills:

• A related technical degree required

• 5+ years of proven production support experience

• Fluency in Java Required

• Familiarity with Oracle and/or other relational databases (Postgresql, MySQL etc)

• Familiarity with core web technologies: HTTP, JSON, REST, XML

• Experience using Linux environments, such as Ubuntu

Desired Skills:

• Experience with a known IDE: Eclipse or IntelliJ

• Previous Salesforce / Force.com development experience

• Front end development experience: Javascript, HTML5

• Experience with Oracle SQL developer

• Experience with mobile app development: iOS/Android Emulator

• Log parsing in Splunk

• HTTP traffic analysis: Fiddler or Charles

Benefits & Perks
Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

Salesforce Information
Check out our Salesforce Engineering Site.

Accommodations

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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 https://www.equality.com and explore our company benefits at https://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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $172,000 to $236,500.

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://https://www.salesforcebenefits.com.