Salesforce Support Engineer

About the Role

The Developer Support Engineer profile provides an opportunity to expand expertise across the Salesforce Platform, assisting developers from other companies in finding solutions to their business cases. This role offers limitless learning opportunities and is an excellent path to mastering the Salesforce Platform and achieving career goals. This is for premier support with very high expectations for customer handling, critical escalation management, multi-tasking, and documenting technical information.

Key Responsibilities

• Respond to customer requests escalated from Tier 2 support analysts in a highly client-focused, fast-paced, global environment providing 24/7/365 technical support.
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
• Assist third-party developers in troubleshooting integrations with Salesforce.com APIs, Apex, Visualforce, and other Salesforce developer products, including debugging and taking ownership of issue resolution.
• Write sample code, client libraries, and contribute to Open Source projects.
• Create knowledge base materials for operational efficiency and to empower the developer community.
• Resolve customer service issues and skillfully manage complex customer service problems.
• Manage customer expectations and experience to ensure high customer satisfaction.
• Develop and maintain technical expertise in assigned product functionality areas and utilize that expertise 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 articulate Salesforce solutions to customers persuasively.
• Complete assigned project responsibilities.
• Close coordination with cross-functional teams (AE, TAM, CSM).
• Maintain a good relationship and build rapport with the Product team.
• Create quality investigations.
• Meet monthly goals on KPIs such as CSAT and Productivity.

Requirements & Tech Stack

• Salesforce Platform
• Industries or Revenue Cloud products (CME or CPQ or HINS or Any CORE product or OmniStudio, SF CPQ, Pricing, Billing)
• Apex Code
• LWC
• JSON, XML, YAML
• Server-to-server web services (SOAP & REST)
• AJAX web application development
• Internet technologies: firewalls, web servers, web proxy servers
• Database concepts and data management (RDBMS) and SQL
• Salesforce.com CRM and its technologies
• OWD, User Sharing, Visibility and Licensing
• User Creation and Authentication
• Experience Sites Customisation

Qualifications

• Bachelor's / Master’s Degree in Computer Science / Information Systems / Information Technology.
• Minimum 2 years of hands-on experience with Industries or Revenue Cloud products (Mandatory).
• Any Industry or Revenue Cloud Certification (Mandatory).
• Salesforce Certified Platform Administrator, Platform Developer (Mandatory).
• Salesforce Certified Industries CPQ Developer & CPQ Administrator (Preferred).
• Core Developer Skills (Mandatory).
• LWC and Apex Code Experience.
• Ability to communicate technical concepts clearly and effectively.
• Solid knowledge of JSON, XML, YAML, preferably experience using server-to-server web services (SOAP & REST).
• Some APIs also require strong AJAX web application development experience and knowledge of browser compatibility issues.
• 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.
• Previous experience with Salesforce.com CRM and its technologies.
• Broad knowledge of OWD, User Sharing, Visibility and Licensing.
• Understanding of User Creation and Authentication.
• Good understanding of Experience Sites Customisation, Considerations and Limitations.

Work Schedule & Logistics

• 5 working days.
• Shift can be of any GEO (APAC, EMEA, IST and AMER).
• Willingness to work in Non-rotating AMER Shifts (EST and PST) is mandatory.
• Work hours/Shifts can change depending on Business requirements.
• Requires working on weekends on a rotation basis (Weekly off will be given on weekdays only).
• Additional payout for working on weekends.