Senior Signature Support Engineer - Industry Cloud

Salesforce, Inc..; Bellevue (WA); Remote; USD 162,000 - 164,000; Full time

Job summary

A leading company seeks a Senior Signature Support Engineer specializing in Salesforce Industry Cloud products. The role involves maintaining customer satisfaction, resolving complex technical issues, and collaborating with engineering teams. Candidates should possess a Bachelor's degree and relevant experience in technical support.

Benefits

Incentive compensation

Equity

Benefits

Qualifications

• 5 years of experience in a related field.
• Bachelor's degree or foreign equivalent required.

Responsibilities

• Maintain customer satisfaction with Salesforce's products.
• Investigate and resolve complex issues in Salesforce Industry Cloud.
• Develop support documentation and knowledge articles.

Skills

SQL

Object-Oriented design

REST and SOAP API

JavaScript

HTML and DHTML

Java or .Net

JSON

Root Cause Analysis

Technical Support

Analyzing Error Logs

Debugging

Education

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Bachelor's degree in Embedded Intelligent Systems

Job description

Salesforce Inc. seeks Senior Signature Support Engineer - Industry Cloud in Bellevue, WA:

Job Duties: Maintain a single-minded focus to ensure customers are especially satisfied with Salesforce's suite of products by becoming a Salesforce Industries cloud application and platform authority. Responsible for Salesforce's Critically Important Support handling and execution of cases of all severities. Implement and find ways to prevent customer issues through proactive support and monitoring. Provide the highest level of support and expertise to some of our largest and most strategic accounts in Salesforce Industries Cloud. Develop a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a Senior Signature Support Engineer specializing in Salesforce Industry Cloud products, investigate, debug, and resolve complex issues. Utilize advanced troubleshooting techniques, including analyzing Debug Logs, APEX code and leveraging relevant tools, to identify the root cause of complex issues impacting Salesforce Industry Cloud products. Engage proactively with Engineering teams to escalate and resolve product-related issues efficiently, ensuring timely resolution and minimal disruption to customers. Take full ownership of customer issues, collaborating closely with internal team peers and cross-functional teams to drive resolution. Actively participate in collaborative problem-solving sessions until issues are successfully resolved. Keep customers and stakeholders informed about the progress of investigations and steps being taken to resolve the issue. Provide regular updates with transparency and clarity to manage expectations effectively. Empower customers by sharing relevant documentation, best practices, and known issues to facilitate self-service resolution wherever possible. Provide guidance and education to customers on how to effectively navigate and optimize their use of Salesforce Industry Cloud products. Develop and maintain comprehensive support documentation, including knowledge articles, to enable efficient issue resolution and enhance internal knowledge sharing within the support team. Showcase exceptional analytical, troubleshooting, and problem-solving skills in resolving complex technical issues, consistently delivering high-quality support and exceeding customer expectations. Contribute significantly to maintaining high levels of customer satisfaction, driving product improvement initiatives, and advancing the overall success of Salesforce Industry Cloud products.Telecommuting is an option. Some travel to Salesforce offices may be required. Employer will accept a 3 or 4-year bachelor’s degree.

Minimum Requirements: Bachelor's degree, or foreign equivalent, in Computer Science, Engineering, Embedded Intelligent Systems, or closely related quantitative discipline, and five (5) years of experience in job offered or in any occupation in a related field.

Special Skill Requirements: (1) SQL; (2) Object-Oriented design and core programming concepts; (3) REST and SOAP API; (4) JavaScript; (5) HTML and DHTML; (6) Java or .Net; (7) JSON; (8) Database concepts and data management; (9) Root Cause Analysis; (10) Technical Support; (11) Analyzing Error Logs; and (12) Debugging. Any suitable combination of education, training and/or experience is acceptable. Telecommuting is an option. Some travel to Salesforce offices may be required. Employer will accept a 3 or 4-year bachelor’s degree.

Salary: $162,531.00 - $164,000.00 per annum.

Certain roles may be eligible for incentive compensation, equity, and benefits. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Submit a resume using the apply button on this posting or by email at: [e-mail] at Job# 23-139658. Salesforce is an Equal Opportunity & Affirmative Action Employer.

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