Technical Support Engineer - Service Cloud (GovCloud)

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Job Category

Customer Success Group

Job Details

We’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.

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 the 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 customer-focused and fast-paced, operating globally to provide 24/7/365 technical support.

Your Impact - Responsibilities: In your role as a Service Cloud Technical Support Engineer, you are the first point of contact for Service Cloud customers experiencing technical challenges. Job responsibilities include but are not limited to:

• The complete end-to-end customer experience;

• Assisting customers in troubleshooting their Service Cloud-related challenges and implementation of standard product features.

• Assume case ownership and resolve customer Service Cloud issues through skillfully managing complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).

• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams, Product Engineering, and additional stakeholders, when required;

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

• Providing feature explanation and Service Cloud best practices.

• Managing customer expectations and the customer experience to maximize customer satisfaction.

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

• Ability to adapt to a high-paced, high-volume environment with shifting priorities while multitasking and performing effectively under pressure.

• Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, team trainings, collaboration on cases through Slack, etc.

• Creating and curating knowledge content.

• Provide peer mentorship to team members through Swarming framework

• Willingness to participate in weekend and holiday on-call rotation coverage

Minimum Qualifications:

• Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required. Agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government.

• Must be able to work an 8 hour shift between the hours of 6PM and 6AM PT (Night Shift)

• 2+ years work experience in Technical Support equivalent technical position;

• Excellent written and verbal communication skills;

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

• Understanding of internet technologies: firewalls, web servers, proxy servers, etc.;

• Familiar with the terms; APEX, React, Java, C++ (Object-Oriented Programming Languages);

• Proficient in HTML, CSS, and JavaScript with a background in web development best practices.

• Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, 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; and,

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

Desired Qualifications:

• Bachelor's degree in Computer Science or computer/business information systems
• Experience with Salesforce and/or CRM applications and other cloud-based technologies
• The ability to debug customer issues remotely leveraging troubleshooting tools such as Chrome DevTools and Curl.
• Understanding of ADA accessibility requirements
• Familiar with GIT, CLI, Web Development lifecycles, API consumption, and Time Complexity (Big-O Notation).
• Clear comprehension of one or more Service Cloud products (Case Management, Agent Workspace, Service Process Automation, Web-to-case, Omnichannel Routing)
• Understanding of Debug/HAR files, how to capture and read them
• Experience working with scripting languages and Web Architecture Principles
• Salesforce Certifications: Certified Administrator (ADM201 Certified)

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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, Inc. 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, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.

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.