Technical/Senior Technical Support Engineer, Salesforce Industries Cloud

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Job Category

Customer Success Group

Job Details

We are looking for a Support/Senior Suppor Engineer for Industry Cloud CPQ and Order Management product suite to join our Industry Cloud Support team. This is a perfect position for someone who is Solution oriented, technical, has love for Problem solving and passionate providing development support to our customers and partners.

Industry Cloud product support team works in SWARM Model. The Developer Support/Senior Support Engineer – CPQ/OM will act as the developer resource for the CPQ/OM product support SWARM team. The ideal candidate should be able to perform deep troubleshooting of customer issues by reviewing managed package code, custom code, Debug log etc.  This position will partner effectively with the Engineering group to investigate and help resolve complex issues with our CPQ/OM product suite and should Also be able to research and develop customer solutions/workaround wherever applicable. 

The Industry Cloud Support team runs 24x7x365 .

Candidates must be flexible to work on different Shifts including APAC/EMEA/AMER hours as and when required. Must  be available to work on a few weekends and Holidays as part of the business need.

Roles & Responsibilities

1.Serving as the Subject Matter Expert, the Highly technical “go-to” person for production support and resource for team members for Vlocity/Salesforce Industries  CPQ and Order Management product suite  

2.Troubleshooting and leading technical investigations 

3.Assisting customers and partners in troubleshooting their custom code, integration, and implementation of Vlocity products. This involves debugging, troubleshooting, and ensuring issues are fully resolved

Experience/Skills Required:

1.Salesforce Domain knowledge including Development Experience  using Apex code is required

2.A minimum of  2+  years of proven success in enterprise application support and customer service

3.Problem Solver with Technical Aptitude and troubleshooting skill

4. Java developer background will be a Huge Plus

5. You need to have a demonstrated ability to juggle and prioritise a high-volume workload, handling details accurately.  

Note: Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Experience/Skills Desired:

1.Experience in troubleshooting or triage with one or more CRM i.e Oracle, Salesforce, Siebel and CPQ. 

2. Integration knowledge with Salesforce.com components including but not limited to API’s, APEX Web Services, Apex Callouts, outbound messaging, SSO, and data loaders 

3.Knowledge of modern browser and Internet technologies: HTML5, CSS, JavaScript, Web Components, JavaScript libraries and more is desired

4. Nice to have: CPQ domain knowledge/experience working on another CPQ system

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