Salesforce Support Engineer

Responsibilities

Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations
Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management
Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)
Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security
Experience integrating Salesforce with other applications (Xactly/Clari/Dell Bhoomi/Mulesoft etc)
Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations
Experience with deployment, versioning, and DevOps tools preferably Gearset
Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolved
Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities
Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully
Handle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentment
Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

Minimum Requirements

5+ years of work experience in Engineering, Programming, or Technical Support and API integration
Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
Excellent written and verbal communication skills
Problem Solver with technical capability and solving skills
Demonstrated skill in Customer Support or Customer Service in a customer-facing role
Ability to effectively prioritize and advance customer issues, as required
Ability to multi-task and perform effectively under pressure

Preferred Requirements

Salesforce Certifications
Clear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)
Experience working with scripting languages and Web Architecture Principles
Prior hands-on development experience, ability to read, write and debug code
Previous experience working in a SCRUM or agile environment is a plus