Salesforce B2C Commerce is a leading provider of software-as-a-service (SaaS) ecommerce solutions that enable companies to easily design, implement and manage their own customised ecommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated B2C Commerce Cloud platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic. The Salesforce B2C Commerce Signature Senior Support Engineer is a customer-focused expert and is responsible for executing and delivering on Salesforce's Signature Support program offering to our most strategic named accounts. The team provides the highest level of support, availability, 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 Signature Priority Support team, the Signature Support Engineer is technically competent, business oriented and highly customer centric. The ideal Salesforce B2C Commerce Signature Priority Senior Support Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving skills, is able to learn new technologies quickly and uses their time efficiently. As a Premier Signature Senior Support 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:

• Own the complete end-to-end customer support experience
• Resolve customer service issues and skilfully manage complex customer service problems
• Provide custom code support by debug / troubleshoot and fix inefficient / faulty code to our customers and partners
• 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 utilise that expertise effectively to help customers
• Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
• 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
• Provide feedback to our Developer Community by answering questions and contribute with best practices / ideas on how to solve customer specific requests
• Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities

Minimum Requirements:

• Recognized as an industry expert or has previous experience in a similar role
• Degree or equivalent working experience
• Experience providing customer facing (level-2 or higher) product/technical support (Web based products or eCommerce preferred)
• Experience with Web service technologies and standards (protocols, security, etc)
• Experience with Web technologies such as HTML, XML, CSS, JavaScript
• Expert level experience in developing dynamic web applications
• Expert level experience working with Eclipse IDE or similar frameworks
• Experience providing API support
• Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable
• Extensive experience working with distributed, component-based architectures
• Experience and knowledge of engineering tools such as bug tracking and source code control systems
• Must be proficient with analysing log files and standard debugging concept
• Experience providing SaaS support is desirable