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Built natively on the Salesforce platform, Vlocity is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and government organizations. Having been recently acquired Vlocity is now a Salesforce Company.

As a Developer Support Engineer you will have the opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will always keep you engaged and motivated at work. Learning opportunities are limitless. The support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Role:

• We are looking for a Developer Support Engineer for the Vlocity product suite to join our Global Product Support team
• This is a perfect position for someone who is solution oriented, technical, has love for problem solving and a passion for providing product support to customers and partners
• As the subject matter is highly technical and sophisticated in nature, this position requires an individual with programming background, technical prowess and impressive customer-facing skills. Ideal candidates should be able to read, understand, troubleshoot and suggest fixes to Vlocity managed package code
• The Developer Support Engineer will investigate and help resolve complex issues with Vlocity products, engaging with Engineering and develop customer solutions/workarounds where needed

Responsibilities:

• Take ownership of customers of customer cases and work directly with customers, in collaboration with Support peers and Engineering to troubleshoot and solve complex issues
• Assist customers and partners in troubleshooting their custom code, integrations and implementation of Vlocity products. This involves debugging, troubleshooting, and ensuring issues are fully resolved
• Developing and maintaining technical expertise in assigned areas of product functionality
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
• Providing feature explanation and implementation best practices for Vlocity products 
• Developing and Providing a customization workaround wherever appropriate
• Handle escalated issues effectively and conflicting/competing priorities 
• Become broadly versed in additional Vlocity products   
• Create and maintain support documentation including knowledge articles for the Digital Platform Swarm team
• Understand and Adhere to existing support processes to protect predefined SLA

Experience/Skills Required:

• Bachelor's degree in Computer Science or a relevant experience
• A minimum of 2 years of proven success in enterprise application support and customer service
• Salesforce Domain knowledge including Visualforce and Apex code experience
• Prior hands-on development experience; ability to read, write and debug code
• Problem Solver with technical aptitude and troubleshooting skills
• Experience supporting and troubleshooting one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com, SAP, Siebel or similar)
• Integration knowledge with Salesforce.com components including but not limited to API’s, APEX Web Services, Apex Callouts, outbound messaging, SSO, and data loaders 
• Understanding of the configuration of SFDC and portals including but not limited to developing custom objects, work-flow business rules, and validation rules
• Experience with, and knowledge of, relational databases used at enterprise scale
• Must know how to run and understand SQL queries in a relational database system
• Strong communication and presentation skills
• Excellent verbal and written skills

Experience/Skills Desired:

• Salesforce.com Certified Administrator (ADM201 Certified)
• Salesforce.com Certified Advanced Administrator (ADM211 Certified)
• Salesforce.com Certified Developer (DEV401 Certified)
• Salesforce Platform App Builder
• Demonstrated ability to juggle and prioritize high-volume workload, handling details accurately
• Knowledge of modern browser and Internet technologies: HTML/JS/Angular, CSS, JSON, Web Components, JavaScript libraries, firewalls, web servers, web proxy servers and more