Principal Technical 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.
Principal Technical 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:
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).
Be 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 the greatest level 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 evaluated so we can align our success metrics.
Provide proactive support which includes proactive 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 provide 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 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 to incident prediction and prevention capabilities.
Serve as the expert exhibiting the highest level of expertise in providing Salesforce Support. You may be asked to review, improve, and approve technical work. You may also be asked to guide others, mentor and instruct.
Create knowledge base materials dedicated towards operational efficiency while also building and enabling the greater support community. Share methodologies 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 dedicated by the severity and urgency of issues.
Ability to combine all salesforce teams efforts and be the single point of contact for all post sales support activities.
Deep understanding of Salesforce multitenant architecture
Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
7-10 years of prior experience in Technical Support and/or 3+ years with development experience
Current Salesforce Administrator Certification
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
Solid 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 $102,500 to $212,200.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.