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Salesforce

Support Engineer, Salesforce | Sydney

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Job CategoryCustomer Success GroupJob Details

Our team is constantly growing and would be keen receive expressions of interest and to have exploratory chats with experienced Technical Support Engineers/Specialist who may be interested in joining our team!

Salesforce maintains an extremely high level of satisfaction across our customer base. We also take great pride in our operational efficiency, and the effectiveness of the self-service tools and documentation we provide our customers. To continue providing this level of service and support during our fast growth, we are looking for a very talented contributors with passion for researching complex technologies maintaining high customer satisfaction, to help our customers be successful with Salesforce products.

As part of a 24x7 Global Support organisation, we are looking for individuals who are highly motivated, self- directed, and has a desire to work on a cloud based platform/applications. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.

Developer Support Engineer (Tier2)/Success Agent (Tier 2)
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. The Support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.

Role & Responsibilities:

  • You will be responsible for providing product support to users of the Commerce Cloud platform.

  • Supports and contributes to the growth of best practices for delivery of Commerce Cloud support services

  • Understand Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Commerce Cloud product issues.

  • Complete assigned cases in queue with little or no supervision

  • Manage individual product issues to resolution.

  • You will show technical leadership and mentoring of Support Engineers.

  • Contribute to the definition and evolution of Commerce Cloud methodologies, standards and best practices
    for support and product delivery by the creation and curation of knowledge-base articles to help customers
    help themselves along with streamlining internal processes to make our work operationally efficient.

  • Act as customer advocate ensuring the required urgency and business impact is understood and identified to
    establish the required attention needed is given to the customer’s requests.

  • Identify customer needs and cultivate a relationship with the customer to generate more business for Commerce Cloud.

Qualifications

  • 4- plus years providing customer facing (level-2 or higher) product/technical support (Web-based products or eCommerce preferred)

  • STRONG demonstrated troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services. Candidates must be able to read and understand code written in the above languages.

  • You must have strong networking knowledge and troubleshooting skills.

  • Must be proficient with analyzing log files and standard debugging concept

  • Experience providing web development support is highly desirable. Familiarity with development IDE’s such as Eclipse.

  • Familiarity with tools & practices of the trade such as case management, knowledge base, defect & escalation management.

  • Experience providing API support

  • Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.

  • Experience providing SaaS support is desirable

  • Demonstrated ability to learn and teach new technologies as required

  • Strong verbal and written communication skillsExperience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.

  • Experience providing SaaS support is desirable

  • Demonstrated ability to learn and teach new technologies as required

  • Strong verbal and written communication skills


Experience/Skills Preferred:

  • Previous experience with Salesforce.com CRM and its technologies.

  • Salesforce.com App Builder Certification

  • Salesforce.com Platform Developer Certification - 1

  • Salesforce.com Platform Developer Certification - 2

Salary Range: 80,000 AUD - 98,000 AUD

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