Signature Technical Support Engineer

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Job Category

Customer Success Group

Job Details

As an Engineer on the Signature Support team, you will be working closely with some of Salesforce Commerce Cloud’s outstanding customers — collaborating with their development teams and operations teams on quickly finding resolutions to sophisticated problems, issues, and incidents..

Our Support team are guides on the Commerce Cloud platform from the development tools, to the API, to the merchandising functionality, and the operational capabilities — this team provides the highest levels of support and mentorship to our Signature customers.

You’ll work closely and collaboratively with development teams, operations teams, and merchandisers and marketers, as well as collaborating with internal teams, such as Engineering and Site Reliability.

Ultimately, being a part of a team delivering outstanding technical support and expertise to the outstanding customers on the industry’s leading B2C Commerce platform - Salesforce Commerce Cloud.

• Working directly with Signature customers, solving their issues quickly
• Diagnose production and scalability issues using code-debugging tools and various diagnostic/monitoring tools (Grafana, AppDynamics, Splunk, etc)
• Support and chip in to the growth of standard methodologies for delivery of support services.
• Serve as product enablement team leader for various product features
• Represent organization during multi-functional projects and serve as voice of customer advocate
• Review, build and expand a Knowledge Base
• May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

Qualifications

• Demonstrable experience in technical support role, providing customer facing technical support (Cloud/SaaS or eCommerce preferred)
• Previous experience writing/debugging server-side and client-side JavaScript
• Ability to apply your understanding of performance and scalability standard methodologies in debugging performance and scale issues using data from heap and thread dumps, network traces, garbage collection activity, and other key goals
• Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)
• Experience providing web development support preferred. Familiarity with development IDE’s such as Eclipse and Visual Studio Code
• Fundamental understanding of enterprise network infrastructure, i.e, DNS, Load Balancers, IP addressing, Routing, and CDN
• College degree in Computer Science or related experience required

Bonus for specific experience with the following:

• Salesforce B2C Commerce (former: Commerce Cloud /Demandware), Adobe, and Oracle eCommerce
• MongoDB, Apache, Oracle, Tomcat, nginx, AppDynamics, and/or Cloudflare
• Certifications:
• Salesforce Administrator
• Salesforce Platform Developer I certification
• Salesforce B2C Commerce Developer

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