Support Engineer

3+ months agoHyderabad, India

Job Details

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Group

Job Details is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.

Role Scope: Developer Support Engineer profile gives you 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. Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Shift Timings: AMER & EMEA

Work during European Time zone (12:30 PM - 09:30 PM) IST or (1:30 PM to 10:30 PM) IST - Depending on Daylight Savings Time

Work during Amer hours (Pacific Time zone - 08:30 PM/09:30 PM IST) and (Eastern Standard Time - 5.30 PM/6.30 PM IST onwards depending on Daylight Savings Time), work hours can change depending on Business requirements

Role & Responsibilities:

- Assist third-party developers to troubleshoot their integration with APIs, Apex, Visualforce and implementation of other salesforce.comdeveloper products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

· Write sample code, client libraries, and contribute to Open Source projects.

· Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community

· Resolve customer service issues and skillfully manage complex customer service problems.

· Manage customers' expectations 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.

· Assist with the design and delivery of product and other technical training.

· Review support cases for technical and troubleshooting accuracy.

· Define and describe technical best practices.

· Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.

· Complete assigned project responsibilities.

· Meet the monthly goals on KPIs such as CSAT, Productivity.

Experience/Skills Required:

BTech/BS degree in a technical field preferred with a strong academic record.

2 to 8 years engineering / programming work experience.

  • Lightning Experience - Lighting Web Components & Aura
  • Modern Javascript
  • Apex(Synchronous and Asynchronous)
  • Integration - REST/SOAP/Bulk API
  • Debugging/Troubleshooting Errors
  • Visualforce
  • Sites/Communities/
  • Deployment- Metadata API/ANT Migration tool/CLI
  • Flows/Process Builder
  • Authentication, SSO/Auth Provider
  • Event driven architecture - Platform Events, Streaming API, Change data capture
  • Field Service Lightning (FSL)
  • Mobile Dev

· Excellent written and verbal communication skills

· Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

· Understanding of database concepts and data management (RDBMS) and SQL

Experience/Skills Desired:

· Previous experience with CRM and its technologies.

· Experience as a committer in an Open Source project is a plus.

· Certified Administrator (ADM201 Certified)

· Certified Advanced Administrator (ADM211 Certified)

· Certified Developer (DEV401 Certified)

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Salesforce welcomes all.

Job ID: Salesforce-JR79276-1