Salesforce is a leading provider of software-as-a-service (SaaS) ecommerce solutions that enable companies to easily design, implement and manage their own customized ecommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated B2C Commerce platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic.

Salesforce is seeking a Tier 2 Engineer to join the Salesforce B2C Commerce Support Team. This direct customer facing 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:

• Responsible for providing product support to customers of the B2C Commerce platform through support case ownership and primary point of customer contact. 
• Supports and contributes to the growth of best practices for delivery of B2C Commerce support services
• Understand B2C Commerce technologies and troubleshooting practices to ensure successful resolution of B2C Commerce product issues. 
• Complete assigned cases in queue with little or no supervision 
• Manage individual product issues to resolution 
• Contribute to the definition and evolution of B2C Commerce methodologies, standards and best practices for support and product delivery 
• Identify customer needs and cultivate a relationship with the customer to generate more business for Salesforce B2C Commerce
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community
• Provide on-call weekend support on rotating basis

Minimum Requirements:

• Provide customer facing (level-2 or higher) product/technical support (Web based products or eCommerce preferred) 
• Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
• Candidates must be able to read and understand code written in the above languages
• Must be proficient with analyzing log files and standard debugging concept 
• Experience providing web development support is highly desirable
• Familiarity with development IDE’s such as Eclipse
• Understanding of database technologies and ability to create basic SQL scripts
• Familiarity with tools & practices of the trade such as case management, knowledge-base, defect & escalation management
• Experience providing API support 
• Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable
• Experience providing SaaS support is desirable
• Strong verbal and written communication skills 
• Fluency in oral and written communication: English and either Portuguese, Italian, Spanish or French
• Location: Ireland (Dublin) must be willing to relocate