Technical Support Engineer - Gov Cloud

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Job Category

Customer Success Group

Job Details

Job Category
Customer Success Group

About Salesforce

We’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.

Job Details
We are looking for detail and results-oriented teammates to join our innovative support team! These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical skills and have the passion to deliver outstanding support. The Global Support work environment is highly customer-focused and performance-focused, operating globally to provide 24/7/365 technical support.
In your role as Support Engineer, you will be the primary point of contact for customers experiencing issues with the Salesforce platform. Technical topics we handle include (but are not limited to) reviewing custom code, integrations (SOAP/REST), Flows, SSO, and so on. Support Engineers selected for this role typically have a degree in C.S. or a related field, and have experience in software development.
Responsibilities:

• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community
• Share standard methodologies with team members to improve the quality and efficiency of customer support
• Lead the complete end-to-end customer experience
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Coordinate and lead the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
• Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities
• Main point of contact for day-to-day coding related issue resolution for our customers and/or partners
• Resolve customer service issues and strategically handle complex customer service problems

Minimum Qualifications:

• Experience with CLI (UNIX/LINUX)
• Bachelor's degree in Computer Science or a related field, or 2 years of experience in a developer role
• Experience with developing Applications using SOAP and REST API's
• Clear comprehension of Object-Oriented Programming (OOP)
• Read, develop, and debug software with Java, C# or at least one modern object-oriented language
• Experience working with scripting languages (e.g. JavaScript, JQuery, etc.) and Web Architecture Principles
• Experience with Database concepts, Data management (RDBMS), and SQL
• Excellent written and verbal communication skills
• Experience with reading/writing HTML and CSS

Desired Qualifications:

• Platform App Builder
• Experience with Salesforce and/or CRM applications and other cloud-based technologies
• Platform Developer I
• Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
• Master’s degree in Computer Science or computer/business information systems
• JavaScript Developer I
• Administrator
• Advanced Administrator
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Salesforce Certifications:
  • Administrator
  • Advanced Administrator
  • Platform App Builder
  • Platform Developer I
  • JavaScript Developer I
    

Requires U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship. You agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

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 Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
Salesforce welcomes all.

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 Salesforce and explore our benefits.

Salesforce, Inc . and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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, Inc . and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc . and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc . or Salesforce.org .

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $80,700 to $111,000.

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, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.