Technical Support Engineer - Senior Technical Support Engineer

Signature Support Engineer (Technical) Job Category: Customer Success 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. Understand 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 system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and providing recommendations to minimize 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 other developer products. This will involve debugging, troubleshooting, and taking responsibility to ensure the issue is fully resolved. Participate 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, and 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 toward 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. Orchestrate all Salesforce team efforts and ensure we are the single point of contact for all post-sales support activities. Required Skills/Experience Deep understanding of Salesforce multi-tenant architecture. Bachelor's degree in computer science or equivalent experience. 5+ years of prior experience in Technical Support and/or 3+ years of development experience. Current Salesforce Administrator Certification. Demonstrated analysis, problem-solving, and troubleshooting expertise. Ability to effectively prioritize and elevate customer issues as required. Comfortable interacting with all levels of customer and Salesforce 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 – Advanced Administrator, App Builder, Platform Developer. VisualForce / Apex Knowledge. CRM domain knowledge. Previous experience with Salesforce.com CRM and its technologies. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Employees and potential employees will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, and all other employment decisions. J-18808-Ljbffr