Support Engineer, Salesforce | ANZ
Salesforce
Sydney, Australia
4d ago

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Job Category

Customer Success Group

Job Details

Our team is constantly growing and would be keen receive expressions of interest and to have exploratory chats with experienced Technical Support Engineers / Specialist who may be interested in joining our team!

Salesforce maintains an extremely high level of satisfaction across our customer base. We also take great pride in our operational efficiency, and the effectiveness of the self-service tools and documentation we provide our customers.

To continue providing this level of service and support during our fast growth, we are looking for a very talented contributors with passion for researching complex technologies maintaining high customer satisfaction, to help our customers be successful with Salesforce products.

As part of a 24x7 Global Support organisation, we are looking for individuals who are highly motivated, self- directed, and has a desire to work on a cloud based platform / applications.

A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.

There are different roles within our many Clouds and each one has a slightly different requirement (see below for more details!)

Developer Support Engineer (Tier2)

Developer Support Engineer profile gives you opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will always keep you engaged and motivated at work.

Learning opportunities are limitless. The Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Role & Responsibilities :

  • Work hours can change depending on Business requirement.
  • Assist third-party developers to troubleshoot their integration with salesforce.com 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.

  • Write sample code, client libraries, and contribute to Open Source projects.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
  • Resolve customer service issues and skillfully manage complex customer service problems.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
  • Assist with the design and delivery of product and other technical training.
  • Review support cases for technical and troubleshooting accuracy.
  • Define and describe technical best practices.
  • Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
  • Complete assigned project responsibilities.
  • Meet the monthly goals on KPIs such as CSAT, Productivity.
  • Experience / Skills Required :

  • BTech / BS degree in a technical field or equivalent work experience
  • 2 to 8 years programming work experience.
  • Lightning Experience - Lighting Web Components & Aura
  • Modern Javascript
  • Apex(Synchronous and Asynchronous)
  • Integration - REST / SOAP / Bulk API
  • Debugging / Troubleshooting Errors
  • Visualforce
  • Sites / Communities /
  • SOQL / SOSL
  • Deployment- Metadata API / ANT Migration tool / CLI
  • Flows / Process Builder
  • Authentication, SSO / Auth Provider
  • Event driven architecture - Platform Events, Streaming API, Change data capture
  • Field Service Lightning (FSL)
  • Mobile Dev
  • Excellent written and verbal communication skills
  • Solid understanding of Internet technologies : firewalls, web servers, web proxy servers, etc.
  • Understanding of database concepts and data management (RDBMS) and SQL
  • Experience / Skills Preferred :

  • Previous experience with Salesforce.com CRM and its technologies.
  • Salesforce.com App Builder Certification
  • Salesforce.com Platform Developer Certification - 1
  • Salesforce.com Platform Developer Certification - 2
  • S ales CRM / Service Cloud

    As a Technical Support Specialist with our Core team, you’ll be a problem solver who are passionate about working in a fast-paced, highly dynamic, customer-centric environment helping our customers navigate through the challenges they're facing with our platform!

    Responsibilities :

  • Respond to customer requests that have been directly raised by customers / partners or escalated from Tier 1 support analysts.
  • Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
  • Resolve customer service issues and skillfully manage complex customer service problems.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community
  • Research, document, escalate cases according to procedure.
  • Actively participate in job related training.
  • Assist with the design and delivery of product and other technical training.
  • Review support cases for technical and troubleshooting accuracy.
  • Define and describe technical best practices.
  • Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
  • Complete assigned project responsibilities.
  • Experience / Skills Required :

  • Bachelor / Master Degree preferably in Computer Science
  • 2-5 years of prior experience in Customer Support
  • Experience with Salesforce.com and / or CRM applications.
  • Demonstrated analysis, problem solving and skills troubleshooting expertise
  • Detailed, organized and results oriented
  • Ability to effectively prioritize and escalate customer issues as required
  • Excellent written and verbal communication skills
  • Comfortable interacting with all levels of management
  • Ability to multi-task and perform effectively under pressure
  • Basic CRM concepts which includes understanding of Objects, Roles, Fields, Customizations, Approval processes, Validation rules, Data loader etc.,.
  • Understanding of Service cloud - Live agent, Entitlements, Omni channel and, communities. Working experience in any of them would be an added advantage.
  • Solid understanding of Internet technologies : firewalls, web servers, web proxy servers, etc.
  • Understanding of database concepts and data management (RDBMS) and SQL
  • Understanding and experience reading / writing HTML.
  • Experience / Skills Desired :

  • Salesforce.com Certified Administrator
  • Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.
  • Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this

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