Technical Support Engineer Jobs

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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.

We are looking for an ambitious teammate to join our cutting-edge support team! This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.
In your role as a Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO).
Responsibilities:

• Raise issues to Product Engineering, when required;
• Provide peer mentorship to team members through a Swarming framework;
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem solving to technical challenges and business issues;
• Exceed customers' expectations and experience in a way that results in high customer satisfaction;
• The complete end-to-end customer experience;
• Provide feature explanation and Commerce Cloud standard methodologies;
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment;
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers;

Minimum Qualifications:

• Bachelor's degree in Computer Science or equivalent experience;
• Ability to multi-task and perform effectively under pressure.
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role;
• Experience working with and solving problems in a variety of internet browsers, i.e. Google, Safari, etc.
• Excellent written and verbal communication skills;
• 2+ years work experience in Engineering, Programming, or Technical Support;
• Ability to effectively prioritize and advance customer issues, as required;
• Experience with reading/writing HTML, APEX, JavaScript and CSS;
• Understanding of internet technologies: firewalls, web servers, proxy servers, etc.;
• Experience with Database concepts, Data management (RDBMS), and SQL;

Preferred Qualifications:

• Salesforce certifications
• Experience working within the Commerce Cloud architecture

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