Description
The Experience
We're growing our Government Cloud customer engineering team within Engineering and Operations. As a Platform Technical Support Engineer, you'll own Mission Critical Support cases across all severities, partnering closely with Worldwide Support, R&D, and Support Operations. This role may require shift work outside normal business hours to support our global customers.
What You'll Actually Be Doing
- Manage assigned support cases end-to-end, establishing yourself as a trusted Salesforce platform and application expert.
- Troubleshoot technical issues spanning web tiers, databases, integrations, and Salesforce-specific technologies.
- Partner across Worldwide Support, R&D, and Support Operations to resolve complex, high-severity cases.
- Provide support coverage on a shift basis to meet global customer needs.
You're Our Person If...
- You have 3+ years of experience in a technical support or services role.
- You're comfortable interacting with all levels of customer and company management, and can multi-task effectively under pressure.
- You understand internet technologies (firewalls, web servers, proxy servers) and have familiarity with relational databases, SQL, object-oriented design, XML, and SOAP web services.
- You hold an active TS/SCI clearance with Polygraph. (Confirm with your Recruiter/Legal whether this should instead use the standard auto-populated Federal Background Investigation language.)
Even Better If...
- You have front-end (JavaScript, HTML, CSS, cross-browser development) and back-end (Java, .NET, SQL) development experience.
- You've worked in large-scale, multi-tenant production environments.
- You have API programming, software development, or Apex/Visualforce experience.
- You have Salesforce CRM domain knowledge, a relevant Salesforce certification, or prior SaaS support experience.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
This position requires a USA TS/SCI with Polygraph security access level.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.