Signature Support Engineer
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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Signature Support Engineer - Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.
Overview of the role:
We are looking for an ambitious teammate to join our support team! This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support
The Signature Support Engineer (Technical) is a customer-centric expert and is responsible for Salesforce.com’s Signature Support handling and execution of Severity 1 through 4 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. You are required to be technically proficient, business oriented and highly customer centric.
In your role as a Technical Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO).
The complete end-to-end customer experience;
Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues;
Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment;
Raise issues to Product Engineering as needed
Be a trusted advisor to our customers on issues related to Tableau products and experience in a way that results in high customer satisfaction;
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers;
Provide feature explanation and Sales/Service Cloud standard methodologies;
Provide peer mentorship to team members through a Swarming framework;
Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
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 prioritize and escalate customer issues as needed
Comfortable interacting with all levels of customer and SFDC management
Ability to multi-task and perform effectively in critical situations
In-depth understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Understanding of database concepts and data management (RDBMS) and SQL
understanding of Object-Oriented design and core programming concepts
Knowledge of XML, preferably experience using server-to-server web services (SOAP / REST)
Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.
Salesforce Certifications- Advanced Admin, App Builder, Platform Developer
CRM domain knowledge
Previous experience with Salesforce.com CRM and its technologies
NOTE: By applying to the Signature Support Engineer posting, recruiters and hiring managers across the organization hiring Technical Architects will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.
BENEFITS & PERKS
Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
World-class enablement and on-demand training with Trailhead.com
Exposure to executive thought leaders and regular 1:1 coaching with leadership
Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
For more details, visit https://www.salesforcebenefits.com/
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Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.For Washington-based roles, the base salary hiring range for this position is $80,700 to $174,200.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.