Technical Support Engineer
Job title: Technical Support Engineer
Company: Salesforce
Job description: To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category Customer SuccessJob DetailsAbout SalesforceWe’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.Our Technical Support team is growing as our commitment to ensuring the success of our customers in Australia continues to be a priority.We have an opportunity for a Technical Support Engineer to join our team based in Sydney.Our Technical Support Engineers (TSE) serve as trusted advisors to business users, armed with Salesforce best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance. They solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most business critical issues.In this role, you will expand your expertise across the entire 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.Join Salesforce & become a real Salesforce SME, your learning opportunities are endless.This opportunity would suit an early in career candidate, embarking on their Salesforce journey with the appropriate technical skills.Key Responsibilities:Understanding how Signature Success customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, working with CCE and Technical Enablement teams on proactive tuning, and providing recommendations to minimise potential service disruptions.Advocate Signature Success customers’ priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as work with R&D on pilot programsLead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issuesAssist developers in troubleshoot their integration with Salesforce APIs, Apex, Visualforce and implementation of other Salesforce developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.Participation in Signature Success project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.Ability to orchestrate all Salesforce teams efforts and ensure we are single point of contact for all post sales support activities.Required Skills/ExperienceHands on experience as a Salesforce Developer, Admin, Consultant able to solve complex technical problemsA passion for engaging with customers & helping tackle complex problems,Deep understanding of Salesforce Multi-tenant architectureStrong LWC and Apex experience, to help Salesforce Developers solve integration & debugging issuesVisualforce/Omnistudio experienceCertified Salesforce Developer (DEV401)Certified App BuilderADM 201Excellent communication skills, confident interacting with all levels of customer and SFDC managementDemonstrated analysis, problem solving and skills troubleshooting expertiseSolid experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back-end (Java,.Net, SQL) software developmentUnderstanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.Other valuable skillsAny experience with Vlocity/CPQ/Salesforce Industries would be highly regarded but not essentialAt Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our for more information. Salesforce welcomes all.#LI-YAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at .is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .Salesforce welcomes all.
Expected salary:
Location: Sydney, NSW
Job date: Thu, 20 Jun 2024 04:35:20 GMT
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