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

Responsibilities

• Be 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 the greatest level of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
• Understanding how Signature Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are evaluated so we can align our success metrics.
• Provide proactive support which includes proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions.
• Advocate Signature Support customer’s 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 working 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.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Participation in Signature Support 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 the expert exhibiting the highest level of expertise in providing Salesforce Support. You may be asked to review, improve, and approve technical work. You may also be asked to guide others, mentor and instruct.
• Create knowledge base materials dedicated towards operational efficiency while also building and enabling the greater support community. Share methodologies 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 dedicated by the severity and urgency of issues.
• Ability to combine all salesforce teams efforts and be the single point of contact for all post sales support activities