Senior Signature Support Engineer (Commerce Cloud)

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Job Category

Customer Success Group

Job Details

Salesforce is seeking an expert support engineer to join the Commerce Cloud Signature Support team as a Senior Signature Support Engineer. This position is for someone who is highly motivated, self- directed, and has a desire to work on a cloud based Commerce platform. A successful candidate must be able to act with and instill confidence during the most challenging moments. The individual we are seeking is adept at taking big-picture comprehensive views of difficult situations, make tough decisions during difficult times, and act in a spirit of authentic teamwork internally and externally.

Salesforce Commerce Cloud is a leading provider of software-as-a-service (SaaS) commerce solutions that enable companies to easily design, implement and run their own customized commerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated Commerce Cloud platform to more easily launch and manage multiple commerce sites, initiate marketing campaigns more quickly, and improve commerce traffic.
 

Responsibilities

• Responsible for conducting deep, technical analysis of reported incidents and delivering solution/remediation to our customers expeditiously

• Diagnose scalability and performance issues using code-debugging tools and various diagnostic/monitoring tools (App Dynamics, Splunk, Memory Analyze/Heap Analysis, Grafana, break-point debugging)

• Drive complex, high-profile, customer blocking issues

• Master and become a technical SME for one or more products/platform areas within the Support organization

• Review, contribute to, and build support documentation and customer knowledge base

Qualifications

• 5+ years providing customer facing product/technical support (Cloud-based support or Commerce support preferred)

• Strong understanding of web based server-side technologies; including full-stack solving across Application, Web, and Database layers

• Experience providing web development support is highly desirable. Familiarity with development IDE’s such as Eclipse, Visual Studio Code

• In-depth understanding of network/internet infrastructure and architecture, i.e, DNS, Load Balancers, IP addressing, Routing, and CDN

• Familiarity with support practices such as case, knowledge base management, defect tracking, and critical issue resolution

• College degree in Computer Science or related field of study strongly preferred

Ideal Candidate will have strong experience in several of the following:

• Writing/debugging server-side JavaScript

• Analyzing Java heap and thread dumps

• Analyzing network traces (wireshark, tcpdump)

• Performance and scalability analysis (profiling and identifying software/platform bottlenecks)

• Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)

• Bonus for vendor-specific knowledge in the following ecommerce suites and related technologies:

  • Commerce Cloud (Demandware), Adobe, and Oracle eCommerce

  • MongoDB, Apache, Oracle, Tomcat, nginx, AppDynamics, and/or Cloudflare

  • Certified Salesforce Platform Developer, App Builder, Admin

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