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 DetailsWe’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.Are you a support engineer passionate about SaaS? Do you get a serious kick out of tracking down hard-to-pinpoint issues and solving problems for customers? If so, we’d like to talk to you about joining our technical support team at Heroku.Heroku is a cloud Platform as a Service (PaaS) and is part of the Salesforce Platform. Developers use Heroku to deploy, manage, and scale modern apps. Our platform is elegant, flexible, and easy to use, offering developers the simplest path to getting their apps to market.Job responsibilitiesAssisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring happy customers and resolved casesDeveloping and maintaining technical expertiseA track record of exceptional analytical, troubleshooting, and problem-solving expertiseExplain Salesforce product features and coding best practicesManaging customer expectations and the customer experience to maximize customer satisfactionActively maintaining and participating in job-related training activitiesDemonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environmentAbility to prioritize tasks and follow through to completionCreating and curating knowledge contentRequirementsEssentialDegree 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.)5+ years of experience as an L3 Support Engineer.Experience in managing 24x7 production operations, preferably supporting a highly available environment for a SaaS or cloud service provider5+ years of experience with Unix/Linux operating systems internals (e.g. filesystems, inodes, system calls, etc) or networking (e.g. TCP/IP, routing, network topologies, and hardware, SDN, etc)Good exposure to logging and monitoring tools like Splunk for reporting on performance trending of SaaS applicationsStrong understanding of system and networking concepts and troubleshooting techniquesExperience in driving critical customer situations such as high-impact incidents and production-down issuesUnderstanding container-based services including Docker is desirablePrevious experience using source control solutions such as GitHub, BitBucket, or Subversion.PreferredWeb application deployment, system administration, container/Kubernetes experienceExperience using scripting languages (Ruby, Python, etc)Job-specificIn this role, you’ll be expected to participate in an after-hours on-call rotation (including weekends) to support highly critical incidents.AccommodationsIf 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.For Washington-based roles, the base salary hiring range for this position is $102,500 to $140,900.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.
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