Salesforce Developer Support Engineer

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 CategoryCustomer Success GroupJob DetailsRole Scope: 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.Work Location - Hyderabad OnlyExperience/Skills Required:Bachelor's/ Master’s degree in Computer Science/ Information systems/ Information Technology.2 to 6 years engineering / programming work experience.Visualforce and Apex code experienceAbility to communicate technical concepts clearly and effectively.Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)Some APIs also require strong AJAX web application development experience and knowledge of browser compatibility issues.Excellent written and verbal communication skillsSolid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.Understanding of database concepts and data management (RDBMS) and SQLExperience/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 (ADM 201 Certified)Salesforce.com Certified Advanced Administrator (ADM211 Certified)Salesforce.com Certified Developer (DEV 401 Certified)Role & Responsibilities:Assist third-party developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.comdeveloper products. This will involve debugging, troubleshooting, and taking ownership to see that the issue is fully resolved.Write sample code, client libraries, and chip in to Open Source projects.Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer communityResolve customer service issues and thoughtfully handle complex customer service problems.Lead customers; expectations and experience in a way that results in high customer satisfactionAssist with the design and delivery of product and other technical training.Review support cases for technical and troubleshooting accuracy.Define and describe technical standard processes.Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive. Complete assigned project responsibilities.Meet the monthly goals on KPIs such as CSAT, Productivity.You will be responsible for responding to customer requests that have been escalated from Tier 2 support analysts. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A successful agent operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. You will also be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications.As a Success Agent you will develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.Working Shifts: AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 9 PM/10 PM IST onwards depending on Day Light Savings Time)Work hours can change depending on Business requirementsAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.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 Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.