Job Details

Proactive Services is a strategic customer engagement service for Commerce Cloud that supports 24x7 monitoring of critical customer processes and proactively averts problems before they occur. The team consists of Salesforce experts who help to guide customers through the Proactive Services lifecycle, to ensure the alert setup aligns with customer business, and in order to help them fully realise the business value of the ProM service they’ve purchased. The team will connect with each customer on a quarterly basis to provide a live report of their baseline and progress during the ProM engagement, and will highlight performance improvements as the customer implements solutions recommended by the Technical Engineers engaged. The team will also present trends and patterns that may not be observed directly in each individual case, to help prioritise their implementation and refactoring efforts. 

The Commerce Cloud Proactive Services Engineer is a customer-focused expert responsible for communicating Salesforce’s handling and execution of high severity cases to customers, for implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews, and for providing leadership and guidance to the Proactive Monitoring team of Engineers. This position, as part of the Global Support organisation, has primary responsibilities of ensuring clients have the required monitoring solutions enabled for business-critical processes. The Proactive Services Engineer will provide technical support responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce’s suite of products by becoming a Salesforce cloud application and platform expert.

The ideal Proactive Services Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving and analytical skills, is able to learn new technologies quickly, use their time efficiently, and helps to elevate the team.

As a Proactive Services Engineer, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.

RESPONSIBILITIES:

• Meet with customers to understand and capture their business context and requirements for monitoring
• Meet with Customers on a regular basis to review service value, trends and facilitate any updates to the agreed monitoring plan
• Creation of Knowledge Article templates to be used by others within the Proactive Services team
• Provide expert-level support to high-touch clients
• Track and maintain all client communications and case documentation in Salesforce
• Define, follow-through, and action plans to case resolution
• Manage escalations and expectations for both the client and internal personnel
• Assist clients in optimising their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities
• Troubleshoots custom solutions, and devise alternative customisation approaches to alleviate congestion, handle failures, or accommodate demand
• May require occasional work outside of normal business hours, holidays, and some weekends. Working hours will align with the region of customers supported.

MINIMUM QUALIFICATIONS:

• 3 - 5 years of prior relevant experience
• Passion for delivering outstanding customer experience
• Excellent written and verbal communication skills to engage with our top customers
• Action-oriented with strong organisational, analytical, troubleshooting and problem-solving skills
• Highly adaptable, fast learner, and resourceful
• Ability to collaborate cross-functionally on a global scale
• Strong technical aptitude in support of learning Salesforce application and solutions
• Dependable, motivated, self-starter with the ability to work independently
• Bachelor’s degree or equivalent work experience
• Knowledge of Internet development technologies (HTML, XML, API, SQL, etc.) is required

Proven experience or expertise in the following:

• Demonstrated strength in troubleshooting complex issues at various architectural tiers resulting in short-term mitigation and/or root cause determination
• Understanding of various components of basic ECOM architecture. 
• Familiarity with various analytical tools such as APM (AppDynamics), log analysis (Splunk), Synthetic Monitoring (Dynatrace), and their diagnostic application
• Full-stack monitoring for Ecom Website including APM, Real User, Synthetic, and Database Monitoring.
• Basic to intermediate skill Java, JavaScript, and HTML; especially program comprehension
• Large scale, multi-tenant production environments
• Understanding of REST API and JSON usage as well Web services

PREFERRED QUALIFICATIONS:

• Experience with Software-as-a-Service (SaaS) preferred
• Previous Demandware experience, or any similar Commerce Products (e.g.,SAP Hybris)
• Certified Developer in Digital
• Application Performance Monitoring experience