Technical Support Engineer - Senior Technical Support Engineer

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Signature Support Engineer (Technical) is a customer-focused expert and is responsible for Salesforce.com's Signature Support handling and execution of Severity 1 and 2 cases, as well as, implementing and finding ways to prevent customer issues through proactive support and monitoring. The Signature Support team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Signature Support team, the Signature Support Engineer (Technical) is technically competent, business oriented and highly customer centric.

Responsibilities
* Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
* Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
* Understanding how Signature Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
* Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions.
* Advocate Signature Support customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as working with R&D on pilot programs
* Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
* Assist developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
* Participation in Signature Support project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities.
* Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
* Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
* Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
* Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all post sales support activities.

Required Skills/Experience:
* Deep understanding of Salesforce multi-tenant architecture.
* Bachelor's degree in computer science or equivalent experience.
* 5+ years of prior experience in Technical Support and/or 3+ years of development experience (Senior role) 2+ (Technical Support Engineer)

* Current Salesforce AdministratorCertification.

* Demonstrated analysis, problem solving and skills troubleshooting expertise.

* Ability to effectively prioritize and escalate customer issues as required.
* Comfortable interacting with all levels of customer and SFDC management
* Ability to multi-task and perform effectively under pressure.
* Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
* Understanding of database concepts and data management (RDBMS) and SQL.
* Solid understanding of Object-Oriented design and core programming concepts.
* Solid knowledge of XML, preferably experience using server-to-server web services (SOAP / REST).
* Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development.
* Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

Desired Skills/Experience:
* Salesforce Certifications- Advanced Admin, App Builder, Platform Developer

* VisualForce/Apex Knowledge.
* CRM domain knowledge.
* Previous experience with Salesforce.com CRM and its technologies.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.