Technical Support-L1,2,3

Signature Support Engineer

Customer Success Group

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 CCE and Technical Enablement teams on proactive tuning, and provide recommendations to minimise 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 with 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 a single point of contact for all post sales support activities

Required Skills/Experience:

  • Deep understanding of Salesforce multitenant architecture
  • Bachelor's degree in computer science or equivalent experience
  • 5+ years of prior experience in Technical Support and/or 3+ years with development experience
  • Demonstrated analysis, problem solving and skills troubleshooting expertise
  • Ability to effectively prioritise 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
  • VisualForce/Apex Knowledge
  • CRM domain knowledge
  • Previous experience with Salesforce.com CRM and its technologies
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