Technical Support Engineer - Salesforce

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Job Category

Customer Success Group

Job Details

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.

Role Scope: Support Engineer profile gives you opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will always keep you engaged and motivated at work. Learning opportunities are limitless. Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).

_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/2PM 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 & Responsibilities: 

• Assist 3rd-party developers to troubleshoot their integration with salesforce.com APIs and implementation of other Salesforce.com Products

• To work with the Front-End Web Developers and Database Administrators and deliver excellent customer experience

• This involves debugging, troubleshooting and owning responsibility to see that the issue is fully resolved

• Provide feature explanation and coding best practices

• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community

• Resolve customer service issues and skillfully manage complex customer service problem

• Manage 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.

• Assist with the design and delivery of product and other technical training.

• Review support cases for technical and troubleshooting accuracy.

• Define and describe technical best practices.

• Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.

• Complete assigned project responsibilities.

• Meet the monthly goals on KPIs such as CSAT, Productivity

Salesforce - Experience/Skills Required:

• Lightning Experience - Lighting Web Components & Aura

• Modern Javascript

• Apex(Synchronous and Asynchronous)

• Integration - REST/SOAP/Bulk API

• Debugging/Troubleshooting Errors

• Visualforce

• Sites/Communities/Force.com

• SOQL/SOSL

• Deployment- Metadata API/ANT Migration tool/CLI

• Flows/Process Builder

• Authentication, SSO/Auth Provider

• Event driven architecture - Platform Events, Streaming API, Change data capture

• Field Service Lightning (FSL)

• Mobile Dev

Generic - Experience/Skills Required:

• BTech/MTech/MCA preferred with a strong academic record

• At least 2 years of experience in software development

• Excellent written and verbal communication skills

• Technical Support experience preferred

• Ability to communicate technical concepts clearly and effectively

• Analysis, troubleshooting, and problem solving expertise 

• Ability to effectively prioritize and escalate customer issues

• Ability to quickly and effectively understand and translate product and business requirements into technical solutions whilst adhering to the agreed specification

• To timely update the tasks per the severity levels

• Effective communication and interpersonal skills to be able to establish rapport with people at all levels

• The ability to work in teams as well as independent

• Take a proactive approach to work without close supervision

• Should be patient, persistent and attentive to details with strong work ethic and Organizational Skills

• Positive attitude

Accommodations

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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 Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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