Support Engineer

Job Category

Customer Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

**TECHNICAL SUPPORT ENGINEER**

**|CORE CLOUD**

Mexico City

**JOB DESCRIPTION**

We are looking for an ambitious teammate to join our cutting-edge support team This position is for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master the Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly customer-focused and fast-paced, operating globally to provide 24/7/365 technical support.

**YOUR IMPACT - RESPONSIBILITIES**:
In your role as a Salesforce Technical Support Engineer, you are the first point of contact for Salesforce customers experiencing technical challenges. Job responsibilities include but are not limited to:

- The complete end-to-end customer experience;
- Assisting customers in troubleshooting their Salesforce-related challenges and implementation of standard product features.
- Assume case ownership and resolve customer Salesforce issues through skillfully managing complex customer problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
- Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams, Product Engineering, and additional stakeholders, when required;
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
- Providing feature explanation and Salesforce best practices.
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Actively maintaining and participating in job-related training activities.
- Ability to adapt to a high-paced, high-volume environment with shifting priorities while multitasking and performing effectively under pressure.
- Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, team trainings, collaboration on cases through Slack, etc.
- Creating and curating knowledge content.
- Provide peer mentorship to team members through Swarming framework
- Willingness to participate in weekend and holiday on-call rotation coverage

**MINIMUM QUALIFICATIONS**:

- 2+ years work experience in Technical Support equivalent technical position;
- Excellent written and verbal communication skills;
- Experience with Database concepts, Data management (RDBMS), and SQL;
- Understanding of internet technologies: firewalls, web servers, proxy servers, etc.;
- Familiar with the terms; APEX, React, Java, C++ (Object-Oriented Programming Languages);
- Proficient in HTML, CSS, and JavaScript with a background in web development best practices.
- Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc.
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role;
- Ability to effectively prioritize and advance customer issues, as required; and,
- Ability to multi-task and perform effectively under pressure.

**DESIRED QUALIFICATIONS**:

- The ability to debug customer issues remotely leveraging troubleshooting tools such as Chrome DevTools and Curl.
- Familiar with GIT, CLI, Web Development lifecycles, API consumption, and Time Complexity (Big-O Notation).
- Clear comprehension of one or more Service Cloud products (Case Management, Agent Workspace, Service Process Automation, Web-to-case, Omnichannel Routing)
- Understanding of Debug/HAR files, how to capture and read them
- Experience working with scripting languages and Web Architecture Principles
- Salesforce Certifications: Certified Administrator (ADM201 Certified)

**BENEFITS & PERKS**

Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more

Exposure to executive thought leaders and regular 1:1 coaching with leadership

Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

Accommodations

Posting Statement

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race,