Principal Technical Support Engineer (Adj P)

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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.

At Salesforce, we are dedicated to fostering a diverse and inclusive workplace where individuals from all backgrounds are welcomed and valued. We believe that the unique perspectives and skills of diverse candidates greatly contribute to the success of our teams. A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes.

Key Responsibilities:

• Serve as 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 highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
• Understanding how Signature Success customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
• Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, working with CCE and Technical Enablement teams on proactive tuning, and providing recommendations to minimise potential service disruptions.
• Advocate Signature Success customers’ 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 work 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 APIs, Apex, Visualforce and implementation of other Salesforce developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Participation in Signature Success 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 a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices 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 dictated by the severity and urgency of issues.
• Ability to orchestrate all Salesforce teams efforts and ensure we are single point of contact for all post sales support activities.

Required Skills/Experience:

• Deep understanding of Salesforce Multi-tenant architecture
• Bachelor's degree in computer science or equivalent experience
• 5+ years of prior experience in Technical Support and/or 3+ years with development experience
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Ability to effectively prioritise and escalate customer issues as required
• Comfortable interacting with all levels of customer and SFDC management
• Ability to multi-task and perform effectively under pressure
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL
• Solid understanding of Object-Oriented design and core programming concepts
• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back-end (Java,.Net, SQL) software development
• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

Skills/Experience:

• Strong Knowledge in Vlocity/Industry cloud CME/CPQ product lines
• Visualforce and Apex code experience
• Certified Salesforce Developer (DEV401)
• Certified App Builder
• Certified Salesforce Developer
• CRM domain knowledge
• Previous experience with Salesforce CRM and its technologies

Accomodations:

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.

At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information

Salesforce welcomes all.

#LI-Y

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.