Senior Salesforce Support Engineer

October 15

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Next-Generation Endpoint Protection • Endpoint Detection and Response • Next Generation Anti-Virus • Managed Threat Hunting • Incident Response

5001 - 10000

Description

• Provide L1 support for Salesforce features, applications and projects • This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved • Resolve customer service issues and skillfully manage complex customer service needs • Manage end user’s expectations and experience in a way that results in high customer satisfaction • Collaborate with different dev teams across the platform and bring resolution to the issues • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers • Generate/ update custom reports/ dashboards on need basis • Perform and document root cause analysis on the major problems & recurring issues • Support ongoing Salesforce administration such as update user permissions, create accounts/profiles, create flows for process automation • Assist with the design and delivery of our platform and associated technical trainings • Assist developers in troubleshooting leveraging your strong functional & technical expertise • Review & troubleshoot support cases for use case accuracy; gaining functional expertise across the platform would be critical for this • Coordinate with Dev & DevOps teams in identifying the best practices that will help prevent P0s • Complete assigned project responsibilities • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community • Maintain a flexible and proactive work environment

Requirements

• Bachelor’s degree (technical degree preferred) • 3+ years of software development with at least 3 years of Salesforce application development experience • Experience working with Sales Cloud, Service Cloud and CPQ • Detail-oriented, organized, self-motivated, hard working, and a great team player with excellent interpersonal skills • Excellent written and verbal communication skills required, including experience working with various stakeholders and cross-functional teams • Solid understanding of Salesforce Platform Administration • Salesforce.com Certified Administrator and Salesforce.com Certified Advanced Administrator • Debugging / Troubleshooting errors • Expertise in Flow Automations, with the ability to build lightweight code in Apex, including writing comprehensive tests to ensure code coverage • Working knowledge of Lightning Web Components and/ or at least 2 years experience writing Javascript code • Security minded and strong working knowledge of vulnerabilities around SOQL, Apex, and other areas of the platform that can be leveraged by bad actors

Benefits

• Remote-first culture • Market leader in compensation and equity awards • Competitive vacation and flexible working arrangements • Comprehensive and inclusive health benefits • Physical and mental wellness programs • Paid parental leave, including adoption • A variety of professional development and mentorship opportunities • Offices with stocked kitchens when you need to fuel innovation and collaboration