Principal/Sr. Principal Application Support Engineer - Salesforce on Alibaba Cloud

Salesforce, Inc..; San Francisco (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading cloud computing company is seeking an Application Support Engineer to join its innovative team. In this role, you will address complex technical issues related to customer escalations and API integrations, ensuring high customer satisfaction and operational excellence. Candidates should have a strong technical background, excellent communication skills, and the ability to mentor others, contributing to the development of internal knowledge resources.

Qualifications

• 4+ years of hands-on experience in technical support or development roles.
• Proficient in Java and familiar with object-oriented languages.
• Experience in debugging tools and performance monitoring.

Responsibilities

• Resolve complex customer escalations involving Salesforce APIs.
• Collaborate with R&D to improve product supportability.
• Create and maintain knowledge base articles and training content.

Skills

Java

API integration

Debugging

Communication

Education

Related technical degree

Tools

Splunk

Grafana

SQL

Job description

Salesforce is partnering with Alibaba Cloud to offer its core products in China, this is to help support existing multinational customers that want to retain and expand their presence in the GCR and need Salesforce to run in region to meet China regulatory guidance.

The Salesforce on Alibaba Cloud is relatively brand new Organization , with an exciting mission by solving the toughest technical customer escalations fast and champions trust strategy throughout the company. With this rapid growth, operational excellence becomes crucial. This dedicated team is responsible for Incident and technical support activities, serving as the key operational bridge between Alibaba and Salesforce.

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions each day for 100,000+ companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As an Application Support Engineer you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.

What you'll be doing:

• Meet the monthly goals on KPIs such as CSAT and Productivity.

• Act as a technical expert in resolving complex customer escalations involving Salesforce APIs, Apex, Visualforce, and custom integrations.

• Use Java, database, and web API/UI expertise to diagnose issues escalated from Tier 2 Support and identify root causes through advanced debugging techniques.

• Collaborate with R&D, Product, and SRE teams to troubleshoot code, propose fixes, and improve product supportability and debuggability.

• Develop sample code, client libraries, and contribute to internal and Open Source projects to support the developer and customer community.

• Create and maintain knowledge base articles, debugging tools, and training content to improve operational efficiency and empower teams.

• Mentor technical support staff, review support cases for accuracy, and promote best practices for issue resolution and customer communication.

• Ensure high levels of customer satisfaction through responsive, clear, and technically sound communication.

• Identify opportunities for product or service improvements and assist in driving supportability initiatives across the organization.

Hours of Operation :

• Normal working hours with on-call duty. Occasionally participate in on-call rotations to support 24/7/365 customer needs.
  

Minimum qualifications:

• A related technical degree required.

• 4+ years of hands-on experience in technical support, development, or engineering roles.

• Proficient in Java and familiar with PHP or similar object-oriented languages.

• Strong skills in API integration (REST/SOAP), web technologies (HTTP, JSON, XML), and front-end basics (JavaScript, HTML5).

• Experience in debugging tools, log analysis (e.g., Splunk), and performance monitoring tools (e.g., Grafana).

• Familiarity with relational databases (Oracle, MySQL, PostgreSQL) and writing SQL queries.

• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

• Understanding of Internet infrastructure (firewalls, web servers, proxies) and Unix/Linux command line (bash).

• Clear and effective written and verbal communication skills; able to explain technical issues to a non-technical audience.
  

Preferred qualifications:

• Salesforce platform experience: Apex, Visualforce, Lightning, or CRM customizations.

• Salesforce Certifications- Admin, App Builder, Platform Developer

• Experience with IDEs like Eclipse or IntelliJ.

• Experience in Digital Engagement or Voice Products is a plus

• Familiarity with AWS, Kubernetes, or containerized microservice environments.xa