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Salesforce.com, Inc Support Engineer in Burlington, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

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.

Minimum Qualifications:

  • 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 working with JSON, scripting languages (e.g. JavaScript, JQuery, etc.) and Web Architecture Principles

  • Experience with CLI (UNIX/LINUX)

Desired Qualifications:

  • 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 Certifications:

  • Salesforce.com Certified Administrator (ADM201 Certified),

  • Salesforce.com Certified Advanced Administrator (ADM211 Certified),

  • Salesforce.com Certified Developer (DEV401 Certified),

  • App Builder Certified

  • Developer 1

  • 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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Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/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 (http://salesfore.com/) or Salesforce.org .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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