Support Engineer - Industry Cloud

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Job Category

Customer Success Group

Job Details

Job Details

Salesforce Industry Cloud delivers industry specific solutions to customers in Finance, Health, Consumer Goods, Manufacturing and other sectors.  Industry Cloud is growing fast and as a Premier Support Engineer you will have the opportunity to build expertise in Industry Cloud products while growing your overall knowledge of the Salesforce Platform.

The ideal candidate will have a programming background, technical prowess and exceptional customer-facing skills. We work in a fast-paced environment with a focus on customer success. 

Responsibilities: In your role as a Support Engineer you are the first point of contact for customers experiencing product challenges. Job responsibilities include but are not limited to:

• Developing and maintaining technical expertise in assigned areas of product functionality.

• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.

• Providing feature explanation and deliverability standard processes.

• Leading customer expectations and the customer experience to enhance customer satisfaction.

• Actively maintaining and participating in job-related training activities.

• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, and prioritizing and managing time effectively in a fast-paced environment.

• Multitasking and performing effectively under pressure.

• Creating and curating knowledge content.

Minimum Qualifications:

• Bachelor's degree in Computer Science or equivalent experience

• 2+ years work experience in Engineering, Programming, or Technical Support

• Excellent written and verbal communication skills

• Experience supporting and troubleshooting one or more Customer Relationship Management Solution (such as Oracle, Salesforce, SAP, Siebel or similar)

• Problem Solver with technical capability and troubleshooting skills

• Ability to effectively prioritize and advance customer issues, as required

• Ability to multi-task and perform effectively under pressure

Preferred Qualifications:

• Experience working within the Salesforce architecture

• Certified Salesforce Administrator (ADM 201)

• Salesforce Certified Developer (DEV 401)

• Salesforce Domain knowledge including Visualforce and Apex code experience

• Prior hands-on development experience, ability to read, write and debug code

• Experience with database concepts, data management (RDBMS) and SQL

• Knowledge of modern browser and Internet technologies: HTML/JS/Angular, CSS, JSON, Web Components, JavaScript libraries, firewalls, web servers, etc.

• Experience in Healthcare, Finance, Manufacturing, Government or other industries

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Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $80,700 to $111,000.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, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.