Senior Signature Support Engineer - Industry Cloud

Salesforce Inc. seeks Senior Signature Support Engineer - Industry Cloud in Bellevue, WA:

Job Duties: Maintain a single-minded focus to ensure customers are especially satisfied with Salesforce's suite of products by becoming a Salesforce Industries cloud application and platform authority. Responsible for Salesforce's Critically Important Support handling and execution of cases of all severities. Implement and find ways to prevent customer issues through proactive support and monitoring. Provide the highest level of support and expertise to some of our largest and most strategic accounts in Salesforce Industries Cloud. Develop a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a Senior Signature Support Engineer specializing in Salesforce Industry Cloud products, investigate, debug, and resolve complex issues. Utilize advanced troubleshooting techniques, including analyzing Debug Logs, APEX code and leveraging relevant tools, to identify the root cause of complex issues impacting Salesforce Industry Cloud products. Engage proactively with Engineering teams to escalate and resolve product-related issues efficiently, ensuring timely resolution and minimal disruption to customers. Take full ownership of customer issues, collaborating closely with internal team peers and cross-functional teams to drive resolution. Actively participate in collaborative problem-solving sessions until issues are successfully resolved. Keep customers and stakeholders informed about the progress of investigations and steps being taken to resolve the issue. Provide regular updates with transparency and clarity to manage expectations effectively. Empower customers by sharing relevant documentation, best practices, and known issues to facilitate self-service resolution wherever possible. Provide guidance and education to customers on how to effectively navigate and optimize their use of Salesforce Industry Cloud products. Develop and maintain comprehensive support documentation, including knowledge articles, to enable efficient issue resolution and enhance internal knowledge sharing within the support team. Showcase exceptional analytical, troubleshooting, and problem-solving skills in resolving complex technical issues, consistently delivering high-quality support and exceeding customer expectations. Contribute significantly to maintaining high levels of customer satisfaction, driving product improvement initiatives, and advancing the overall success of Salesforce Industry Cloud products. Telecommuting is an option. Some travel to Salesforce offices may be required. Employer will accept a 3 or 4-year bachelor's degree.

Minimum Requirements: Bachelor's degree, or foreign equivalent, in Computer Science, Engineering, Embedded Intelligent Systems, or closely related quantitative discipline, and five (5) years of experience in job offered or in any occupation in a related field.

Special Skill Requirements: (1) SQL; (2) Object-Oriented design and core programming concepts; (3) REST and SOAP API; (4) JavaScript; (5) HTML and DHTML; (6) Java or .Net; (7) JSON; (8) Database concepts and data management; (9) Root Cause Analysis; (10) Technical Support; (11) Analyzing Error Logs; and (12) Debugging. Any suitable combination of education, training and/or experience is acceptable. Telecommuting is an option. Some travel to Salesforce offices may be required. Employer will accept a 3 or 4-year bachelor's degree.

Salary: $162,531.00 - $164,000.00 per annum.

Certain roles may be eligible for incentive compensation, equity, and benefits. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Submit a resume using the apply button on this posting or by email at: onlinejobpostings@salesforce.com at Job# 23-139658. Salesforce is an Equal Opportunity & Affirmative Action Employer.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee 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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

For Washington-based roles, the base salary hiring range for this position is $162,531 to $164,000.

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.