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Job Category
Customer Success
Job Details
About 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.
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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 Salesforce Premier Support team is comprised of highly skilled technical engineers who have a passion for making customers successful. Our Support Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.
Responsibilities:
- In your role as a Support Engineer, you are the first point of contact for customers experiencing deliverability challenges. Job responsibilities include but are not limited to:
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
- Developing and maintaining technical expertise in assigned areas of product functionality. Providing feature explanation and deliverability best practices.
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Actively maintaining and participating in job-related training activities.
- Demonstrating 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.
- Multitasking and performing effectively under pressure.
- Creating and curating knowledge content.
Required Qualifications:
- Fluent proficiency in writing & speaking Portuguese or Spanish.
- Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.
- Experience managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
- Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
- Understanding of SSL, TLS and HTTPS.
- Excellent written and verbal communication skills.
Preferred Qualifications:
- Experience with Salesforce and/or CRM applications and other cloud-based technologies.
- Experience working in ReturnPath from Validity.
- Clear comprehension of Object-Oriented Programming (OOP).
- Experience with reading/writing HTML and CSS.
- Experience with Database concepts, Data management (RDBMS), and SQL.
- Experience with developing Applications using SOAP and REST API's.
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
- Experience with recognizing Splunk data sources and analyzing the data for anomalies and trends.
- Salesforce Certifications:
- Salesforce Marketing Cloud Email Certification.
- Salesforce Marketing Cloud Administrator Certification.
- Salesforce Marketing Cloud Developer Certification.
- Salesforce.com Certified Administrator (ADM201 Certified).
NOTE: By applying to the Technical 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/
In school, or graduated within the past 12 months? Please visit FutureForce for opportunities.
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
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 $140,900.
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.