Description
Salesforce is seeking a Salesforce Support Engineer - Industries & Revenue Cloud. The successful candidate will play a critical role in the premier support organization, partnering with developers around the world to solve complex technical challenges across the Salesforce Platform.
Responsibilities
- Deliver premier-level technical support with strong customer handling, critical escalation management, multi-tasking, and technical documentation skills
- Partner closely with cross-functional teams (AE, TAM, CSM) and build strong relationships with Product teams
- Create high-quality technical investigations and consistently meet monthly KPIs (CSAT, productivity)
- Respond to escalations from Tier 2 support within a 24/7/365 global, client-focused support environment , maintaining composure and professionalism under pressure
- Assist third-party developers in troubleshooting integrations with Salesforce APIs, Apex, Visualforce, and other developer products, taking ownership through to full resolution
- Write sample code and client libraries, and contribute to open-source projects
- Create knowledge base materials that improve operational efficiency and empower the developer community
- Resolve complex customer service issues while managing expectations for high satisfaction
- Develop and maintain technical expertise in assigned product areas, applying it to help customers succeed
- Assist with the design and delivery of product and technical training
- Review support cases for technical and troubleshooting accuracy, and define technical best practices
- Identify upsell opportunities and articulate Salesforce solutions in a way that is persuasive and accurate
- Work weekends on a rotating basis (weekday off provided in exchange, plus additional weekend payout , details shared separately)
Minimum Qualifications
- Bachelor's or Master's degree in Computer Science, Information Systems, or Information Technology
- 2–6 years of Salesforce engineering/programming experience
- Minimum 2 years hands-on experience with Industries or Revenue Cloud products (CME, CPQ, HINS, any CORE product, OmniStudio, SF CPQ, Pricing, or Billing) , mandatory
- Any Industry or Revenue Cloud Certification , mandatory
- Salesforce Certified Platform Administrator and Platform Developer , mandatory
- Core developer skills, including LWC and Apex development experience
- Solid knowledge of JSON, XML, YAML; experience with server-to-server web services (SOAP & REST) preferred
- AJAX web application development experience and knowledge of browser compatibility issues (required for some APIs)
- Solid understanding of internet technologies: firewalls, web servers, web proxy servers, etc.
- Understanding of database concepts, data management (RDBMS), and SQL
- Previous experience with Salesforce CRM and its technologies
- Broad knowledge of OWD, User Sharing, Visibility, and Licensing
- Understanding of user creation and authentication
- Good understanding of Experience Sites customization, considerations, and limitations
- Excellent written and verbal communication skills, with the ability to clearly explain technical concepts
Preferred Qualifications
- Salesforce Certified Industries CPQ Developer & CPQ Administrator