Technical Support Engineer

at  Salesforce

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
Job Details

REQUIRED SKILLS/EXPERIENCE COMMON

• Deep understanding of Salesforce Multi-tenant architecture
• Bachelor’s degree in computer science or equivalent experience
• Solid prior experience in Technical Support and/or 3+ years with development experience
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Ability to effectively prioritize and escalate customer issues as required
• Comfortable interacting with all levels of customer and SFDC management
• Experience with Apex, Visualforce and the Lightning Component Framework.
• Advanced knowledge of Salesforce permissions, roles, reports, dashboards, etc.
• Experience with APIs and integrations.
• Experience with Triggers, Flows, and Batch Apex.
• 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.

PREFERABLE SKILLS/EXPERIENCE:

• LWC and Apex code experience
• Certified Salesforce Developer (DEV401) (Optional)
• Certified App Builder (Optional)
• ADM 201 (Optional)
• CRM domain knowledge
• Previous experience with Salesforce CRM and its technologies

PREFERABLE SKILLS/EXPERIENCE - CME/CPQ/ VLOCITY

• Two+ years of Vlocity CPQ / Salesforce Industries Experience
• Deep understanding of Vlocity Communications, Media, and Energy
• Experience in End to End flow in Vlocity CPQ and OM
• Hands-on experience with ESM(B2B journey) and LWC CPQ
• Hands-on experience with Digital Commerce API and Cart Based API
• Hands-on experience in EPC, Interfaces Implementations, Vlocity Rules, Context Rules and Advanced Pricing
• Hands-on experience in Industries Order Management, Order Decomposition, Order Orchestration
• Experience in Calculation Procedures and Matrices, Vlocity DataRaptor, Vlocity Cards, Vlocity Integration Procedures, Vlocity OmniScript.
• Experience in migration tools such as Vlocity Salesforce Industries Migration using Vlocity Salesforce Industries Build.
• Salesforce Certified Industries CPQ Developer
  At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples, people of all ages, people living with a disability, LGBTIQ+ candidates, and people from multi-cultural backgrounds.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.

• 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
• 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.
• 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.
• 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.