Salesforce.com, Inc Support Engineer - Industry Cloud / Government Support in Burlington, Massachusetts
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Customer Success Group
Job Description: The Salesforce Premier Developer Support team is comprised of highly skilled technical engineers who have a passion for making customers successful. Our Success Agents pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.
This role supports our Industry Cloud products for US Government Customers, as such candidates must be US Citizens based on US Soil that are willing and able to pass a Federal Background check.
Your Impact - Responsibilities: In your role as a Success Agent, you are the first point of contact for customers experiencing technical challenges. Job responsibilities include but are not limited to:
Take ownership of customer cases and work directly with customers, in collaboration with Support peers and Engineering to troubleshoot and solve complex issues.
Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
Developing and maintaining technical expertise in assigned areas of product functionality.
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Providing feature explanation and Salesforce coding best practices.
Managing customer expectations and the customer experience to maximize customer satisfaction.
Actively maintaining and participating in job-related training activities.
Demonstrating 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.
Multitasking and performing effectively under pressure.
Creating and curating knowledge content.
Understand and adhere to existing support processes to protect predefined SLA.
Bachelor's degree in Computer Science or a related field, or 2 years of experience in a developer role.
Excellent written and verbal communication skills.
Clear comprehension of Object-Oriented Programming (OOP)
Read, develop, and debug software with Java, C# or at least one modern object-oriented language
Experience with reading/writing HTML and CSS
Experience with Database concepts, Data management (RDBMS), and SQL
Experience with developing Applications using SOAP and REST API's
Experience with CLI (UNIX/LINUX)
Master’s degree in Computer Science or computer/business information systems
Experience with Salesforce and/or CRM applications and other cloud-based technologies
Demonstrated skill in Customer Support or Customer Service in a customer-facing role
Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
Salesforce.com Certified Administrator (ADM201 Certified),
Salesforce.com Certified Advanced Administrator (ADM211 Certified),
Salesforce.com Certified Developer (DEV401 Certified),
App Builder Certified
Experience in the Energy, Health, Telecommunication Industries
Experience working with or supporting Government customers
Qualification for this job is contingent upon acceptable results from a background investigation as well as your obtaining and maintaining the specific level U.S. government background investigation required for this role. Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required.
For Colorado-based roles: Minimum annual salary of $66,600 You may also be entitled to receive 10% bonus, restricted stock units, and benefits
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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