IT 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 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.We are looking for ambitious team players to join our cutting-edge customer support team! These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The roles are a part of the Global Support organization, that have responsibilities for assigned cases, maintaining a single-minded focus to ensure customers are incredibly satisfied with Salesforce’s suite of products by becoming a Salesforce Industries cloud application and platform expert.The ideal candidates are team players, who enjoy working hard, exhibit professionalism is dedicated to meeting and exceeding expectations have excellent problem-solving skills, is able to learn new technologies quickly, and use their time efficiently. The IT Support Engineer is a customer-focused expert and is responsible for Salesforce’s Mission Critical Support handling and execution of cases of all severities, as well as implementing and finding ways to prevent customer issues through proactive support and monitoring. The Success team provides the highest level of technical support and expertise to some of our largest and most strategic accounts in Salesforce Industries Cloud. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Success team, the IT Engineer is experienced with technical concepts and is highly customer-centric.Key ResponsibilitiesProvide technical support to IT users and interact with all levels of customer and Salesforce managementAdvises users on how to resolve hardware and software problemsInstalls and upgrades hardware, cables, operating systems and/or appropriate softwareRefers more complex or intractable problems to appropriate IT professionalsResearch possible solutions in user guides, technical manuals and other documentsMaintains a log of work in progress, calls received, actions taken and problems detected;Reports on commonly occurring queries to detect underlying problems.Key Requirements:Ability to multi-task and perform effectively under pressureUnderstanding of Internet technologies: firewalls, web servers, web proxy servers, etc.Familiarity with database concepts and data management (RDBMS), JSON, and SQLExperience with system logging tools (Splunk, Sumologic) as well as system monitoring toolsFamiliarity with Object-Oriented design and core programming conceptsFamiliarity with REST and SOAP APIFamiliarity with both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back-end (Java,.Net, SQL) software development PREFERRED QUALIFICATIONS:Database and relational data structuresLarge scale, multi-tenant production environmentsAPI Programming or Software DevelopmentSoftware Design LifecycleVisualforce and Apex code experienceCRM domain knowledge & any Salesforce CertificationsPrevious experience with Salesforce CRM and its technologiesCertified Salesforce Platform Developer IILightning Web ComponentsExperience providing enterprise SaaS supportAccommodationsIf 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.