Salesforce Commerce Cloud 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 Commerce Cloud platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic.

Salesforce Commerce Cloud is seeking a Developer Support Tier 2 Engineer Senior to join the Salesforce Commerce Cloud Support Team. This position is for someone who is highly motivated, self- directed, and has a desire to work on a cloud based eCommerce platform. A successful candidate must be able to help customers and partners overcome crippling technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team. The individual we are seeking must be able to take big-picture holistic views of difficult situations, make tough decisions under pressure, and act in a spirit of sincere collaboration internally and externally.

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:

• Recognised 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