Technical Support Engineer-Marketing cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.

Role Description

We are looking for an ambitious teammate to join our cutting-edge support team! This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.

In your role as a Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO).

Your Impact

• The complete end-to-end customer experience;

• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem solving to technical challenges and business issues;

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

• Raise issues to Product Engineering, when required;

• Exceed customers' expectations and experience in a way that results in high customer satisfaction;

• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers;

• Provide feature explanation and Sales/Service Cloud standard methodologies;

• Provide peer mentorship to team members through a Swarming framework;

• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Minimum Requirements

• Bachelor's degree in Computer Science or equivalent experience;

• 2+ years work experience in Engineering, Programming, or Technical Support in Marketing Cloud Journey Builder and API integration;

• Excellent written and verbal communication skills;

• Experience with Database concepts, Data management (RDBMS), and SQL;

• Understanding of Marketing Cloud Email Studio (Sends, Data Extensions, Sending Practices);

• Understanding of  Email Delivery Management (EDM) - IP configuration and SSL;

• Experience working with and solving problems in a variety of internet browsers, https://i.e. Google, Safari, etc.

• Demonstrated skill in Customer Support or Customer Service in a customer-facing role;

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

• Ability to multi-task and perform effectively under pressure.

Preferred Requirements

• Certified Marketing Cloud Admin, MC Consultant , or MC Developer Certification

• Clear comprehension of one or more Sales/ Service Cloud products

• Experience working with scripting languages and Web Architecture Principles

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

• World-class enablement and on-demand training with https://Trailhead.com

• Exposure to executive thought leaders and regular 1:1 coaching with leadership

• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

• For more details, visit https://www.salesforcebenefits.com/

If you require assistance due to a disability applying for open positions or require support with an upcoming interview, please submit a request via this Accommodations Request Form. Please Note: when completing the Accommodations Request Form, you may leave the following field blank: Job Requisition Number(s).

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at https://www.equality.com and explore our company benefits at https://www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.