Senior Technical support engineer (SFCC/SFDC) B2B

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Job Category

Customer Success Group

Job Details

Support Engineer role is a vital customer facing role to support the maintenance and implementation of the Salesforce B2B Commerce application.It has three primary functions: troubleshooting and triage of customer issues, communicating root cause and solutions with customers and/or other support engineers, and coordinating resolution of issues with internal groups. This role requires an individual who enjoys troubleshooting, is highly technical and can explain difficult issues in a simple, easily communicable way. Regular emails, phone calls and teleconferences are a large portion of the position.

We operate 24x7 which can involve working during one of the below shifts determined as per business need

While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2 PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards work hours are subject to change depending on business needs.

ROLE and RESPONSIBILITIES :
Respond to cases raised by B2B Commerce customers which include answering inquiries about the product, advising them to self-service resources, tackle customer application issues and isolate whether root cause is within core application or customer customization.

• Follow methodology for opening and logging tickets, responding to customers, and assessing follow up. Learn to differentiate improvement requests, support services, and product bugs.

• Communicate with customers via email, voice, and/or chat

• Resolve all cases or know where to call out.

• Document clearly in case notes so that it can be understood by others not involved with case or by customer.

• Review customer accounts and get along with Customer Success to understand Service Level Agreements.

• Seek opportunities to help grow the account. Shares knowledge with Customer Success team.

• Get along with Product Development team for resolution of escalated issues.

• Evaluate service level issues and suggests enhancements to diagnose underlying system inefficiencies.

• Provide information to customers about new releases and enhancements as well as associated risks.

• Mentor other engineers, display team leadership as well as advanced product and technical knowledge.

• Have the ability and desire to work in different shifts required to accommodate business needs. Willing to work on weekends

MINIMUM QUALIFICATIONS

• Passionate about client satisfaction and high standard of excellence for yourself

• Interest and ability to troubleshoot and solve complex technical issue issues.

• Excellent communication skills to articulate solutions both over the screen share and in e-mail.

• 3+ years professional experience in consulting, software development, or technical support

• SF Lightning and LWC experience

• SF Admin and PD1 certification

• B2B experience preferred

• Understanding of database concepts and data management (RDBMS) and SQL

AT LEAST ONE OR MORE OF THE FOLLOWING

• Salesforce certifications (especially Platform Developer / Certified Administrator or similar)

• 3+ years coding experience in Salesforce technologies including Apex, Visualforce, and SOQL

• Current knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.

• Prior knowledge and experience of ecommerce platforms.

• Previous experience working in support

Accommodations

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