Salesforce Technical Support Engineer

Scope of the Role: Developer Support Engineer profile gives you opportunity to expand your expertise across the 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. Learning opportunities are limitless. Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Shift Timings: 

Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need.

(12:30/1:30 PM – 09:30/10:30 PM) IST OR (08:30/09:30 PM – 4:30/5:30 AM) IST OR (5.30/6.30 PM – 2:30/3:30 AM) IST

Role & Responsibilities: 

Assist third-party developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

Write sample code, client libraries, and contribute to Open Source projects.

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community

Resolve customer service issues and skillfully manage complex customer service problems.

Manage customers’ expectations and experience in a way that results in high customer satisfaction.

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

Assist with the design and delivery of product and other technical training.

Review support cases for technical and troubleshooting accuracy.

Define and describe technical best practices.

Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.

Meet the monthly goals on KPIs such as CSAT, Productivity.

Complete assigned project responsibilities.

Experience/Skills Required:

Lightning Experience – Lighting Web Components & Aura

Modern Javascript

Apex(Synchronous and Asynchronous)

Integration – REST/SOAP/Bulk API

Debugging/Troubleshooting Errors

Visualforce

Sites /Communities/ Force.com

SOQL/SOSL

Deployment- Metadata API/ANT Migration tool/CLI

Flows/Process Builder

Authentication, SSO/Auth Provider

Event driven architecture – Platform Events, Streaming API, Change data capture

Field Service Lightning (FSL)

Mobile Dev

Excellent written and verbal communication skills.

Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.Understanding of database concepts and data management (RDBMS) and SQL

Experience/Skills Desired:

Previous experience with Salesforce.com CRM and its technologies.

Experience as a committer in an Open Source project is a plus.

Salesforce.com Certified Administrator (ADM201 Certified)

Salesforce.com Certified Advanced Administrator (ADM211 Certified)

Salesforce.com Certified Developer (DEV401 Certified)

Note:

Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)