Salesforce Support Engineer - Industries And Revenue Cloud

SalesForce-ad; Hyderabad; On-site; INR 800,000 - 1,600,000; Full time

Benefits offered by this job

Weekend payout

Job summary

Salesforce.com is hiring a Developer Support Engineer to grow expertise across the Salesforce Platform. You will work with developers from various companies to solve complex business cases and learn continually while supporting a fast-paced, 24/7 environment.

Role involves close cooperation with AE, TAM, CSM, and Product teams to deliver high-quality investigations, guidance, and hands-on troubleshooting of APIs, Apex, and CPQ-related issues.

Qualifications

• Bachelor’s or Master’s in CS/IS/IT.
• 2–6 years Salesforce engineering/programming experience.
• Mandatory: 2+ years hands-on experience with Industries or Revenue Cloud products (CME/CPQ/HINS/CORE/OmniStudio/SF CPQ) and Salesforce certifications.
• Salesforce Platform Administrator and Platform Developer certifications mandatory.
• Preferred: CPQ Developer & CPQ Administrator certifications.
• Core developer skills, LWC and Apex Code experience.
• Strong knowledge of JSON, XML, YAML, SOAP/REST APIs.
• Experience with AJAX, browser compatibility, and web technologies.
• Excellent written and verbal communication skills.
• Understanding of databases (RDBMS) and SQL.
• Experience with Salesforce CRM and its technologies.

Responsibilities

• Provide premier support, handling customer interactions with high escalation management.
• Coordinate with cross-functional teams (AE, TAM, CSM) for issue resolution.
• Build and maintain strong relationships with Product teams.
• Create quality investigations and meet KPI goals (CSAT, productivity).
• Respond to escalated customer requests from Tier 2; operate in a 24/7 global support environment.
• Troubleshoot integrations with Salesforce APIs, Apex, Visualforce; debug and resolve issues.
• Write sample code and client libraries; contribute to Open Source.
• Develop knowledge base materials to improve operational efficiency and empower the Salesforce community.
• Manage customer expectations to deliver high satisfaction and outcome-based support.
• Advance technical training delivery and documentation of best practices.

Skills

Salesforce CPQ

Apex & LWC

REST & SOAP APIs

JSON/XML/YAML

SQL & RDBMS

Communication skills

Industry knowledge

Education

Bachelor's/Master's Degree in CS/IS/IT

Tools

Salesforce DX

Visual Studio Code

Workbench

Job description

Job Description

Salesforce.comis the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.

Role Scope

The Developer Support Engineer profile gives you the 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. Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Experience/Skills Required

• Bachelors / Master’s Degree in Computer Science / Information Systems / Information Technology.
• 2 to 6 years Salesforce engineering/programming work experience.
• Minimum 2 years of hands-on experience, strong Knowledge of Industries or Revenue Cloud products (CME or CPQ or HINS or Any CORE product or OmniStudio, SF CPQ, Pricing, Billing) (Mandatory)
• Any Industry or Revenue Cloud Certification is mandatory.
• Salesforce Certified Platform Administrator, Platform Developer (Mandatory)
• Salesforce Certified Industries CPQ Developer & CPQ Administrator (Preferred)
• Core Developer Skills (Mandatory)
• LWC and Apex Code Experience.
• Ability to communicate technical concepts clearly and effectively.
• Solid knowledge of JSON, XML, YAML, preferably experience using server-to-server web services (SOAP & REST)
• Some APIs also require strong AJAX web application development experience and knowledge of browser compatibility issues.
• 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
• Previous experience with Salesforce.com CRM and its technologies.
• Broad knowledge of OWD, User Sharing, Visibility and Licensing
• Understanding of User Creation and Authentication
• Good understanding of Experience Sites Customisation, Considerations and Limitations

Role & Responsibilities

• This is for premier support, where the expectation is very high, the expert should be very good in customer handling, critical escalation management, multi-tasking and documenting technical information.
• Close coordination with cross-functional teams (AE, TAM, CSM) etc
• Maintaining a very good relationship/building rapport with Product team
• Should be very good at creating quality investigations
• Meet the monthly goals on KPIs such as CSAT, and Productivity.
• You will be responsible for responding to customer requests that have been escalated from Tier 2 support analysts. The Global Support work environment is highly client-focused and fast-paced, operating globally to provide 24/7/365 technical support.
• A successful agent operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. You will also be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications
• Assist third-party developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Write sample code, and client libraries, and contribute to Open Source projects.
• Create knowledge base materials dedicated toward operational efficiency while also empowering and enabling the developer community
• Resolve customer service issues and skilfully 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 utilise 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.
• As a Success Agent you will develop and maintain technical expertise in assigned areas of product functionality and utilise that expertise effectively to help customers. You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
• This role requires to work on weekends on rotation basis (Weekly off will be given on weekdays only)
• There is an additional Payout for working on the weekends (details will be shared later)

Workdays & Work Shifts

• 5 working days
• Shift can be of any GEO (APAC, EMEA, IST and AMER)
• Willingness to work in Non rotating AMER Shifts (EST and PST) - is mandatory, as majority of the volume is from AMER Region
• Work hours/Shifts can change depending on Business requirements.