Technical Support Engineer (Salesforce) - Tier 2

4 Months ago • All levels

Job Summary

Job Description

As a Technical Support Engineer, you will diagnose, troubleshoot, and resolve technical issues for customers, ensuring rapid resolution and minimal disruption. You'll manage cases, perform root cause analysis, and collaborate with engineering and product teams. You will need to provide solutions and maintain product stability and customer satisfaction. This role involves working with Salesforce, configuring workarounds, and managing customer inquiries through various channels. The responsibilities include documenting discussions, maintaining composure in stressful situations, and communicating complex concepts clearly to clients. You will be expected to work autonomously, as well as with other technical support staff.

Must have:

Apply Salesforce Administration and Service Cloud experience.
Resolve technical and configuration issues for customers.
Configure workarounds using Salesforce functionalities.
Manage customer inquiries via voice, chats, emails, and cases.
Communicate clearly via telephone, email, and chat.
Document discussions and solutions concisely.
Maintain composure in stressful situations.
Communicate complex concepts to clients.
Work autonomously and with other teams.
Work flexible schedules.

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

react

salesforce

quality-control

problem-solving

Job Details

Are you passionate about solving real-time technical issues and restoring service quickly? If so, Sitetracker is looking for a Technical Support Engineer to join our dynamic team.

In this role, you will be the first line of defense for diagnosing, troubleshooting, and resolving break-fix issues that impact customers. You will be responsible for investigating system outages, performance degradations, and technical roadblocks, ensuring rapid resolution and minimal disruption to business operations.

As part of the front-line support team, you will manage incoming cases, perform root cause analysis, and collaborate with the Sitetracker Engineering and Product teams to address complex technical challenges. Your ability to react swiftly to high-priority incidents and provide effective solutions will be key in maintaining product stability and customer satisfaction.

The Skill Set:-

Apply Salesforce Administration and Salesforce Service Cloud experience on a daily basis
Work with external customers to understand, reproduce, diagnose and resolve technical and configuration issues
Configure workarounds for Sitetracker on the Salesforce Platform using out of the box functionalities to enhance our core feature set and meet a business need/resolution for our customers
Ability to manage customer inquiries via voice, chats, emails, and logged cases in a timely and accurate manner
Communicate clearly via telephone, email, and chat while displaying strong listening skills
Consistently document discussions and solutions in a a clear and concise manner
Maintain composure in stressful situations, respond to customer needs quickly and effectively
Able to communicate complex concepts to clients in an easily digestible format that relates to their business need
Ability to work autonomously as well as work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Work flexible schedules which may include evenings, weekends or holidays
Ability to develop and review content for the Community and Knowledgebase

Within 60 Days, You'll:-

Build expertise in the Sitetracker product and become Sitetracker Certified
Create project templates, reports and dashboards to troubleshoot and guide customers
Build upon your Salesforce knowledge by completing Trailhead training
Understand and follow the playbook to ensure proper procedures are enacted
Learn and understand common customer requests and build our Support team Knowledge base
Resolve customer configuration and workflow functional issues within the Sitetracker platform
Partner with software engineering, product, and peers to solve complex configuration issues and technical code issues while managing consistent communication and updates with the customer
Be a constant flow of communication to our customers providing updates and follow-up on all requests while meeting the contracted SLA’s
Know key concepts of the support role needed to triage requests to the appropriate internal teams for quick resolution

Within 180 Days, You'll:-

Be able to train customers and peers on how to use and configure features within the Sitetracker product
Configure, troubleshoot and workaround issues utilizing Salesforce and Sitetracker features
Make enhancements to our growing playbook and processes that enhanced and improve our customers' experience
Be a source of knowledge and direction to other team members providing support to our customers
Provide product enhancement ideas to our product team to enhance the core product and functions
Understand critical customer functions and be able to provide autonomous resolutions to issues and questions

Within 365 Days, You'll:-

Work with new analysts, developers, and admins to assist in training best practices
Contribute to the Sitetracker Knowledge by developing best practices, tips, and training scripts/documentation for customers on proper administration of environments
Have autonomy to make critical decisions on customer support
Work with other Technical Engineers to establish best practices and provide a consistent support experience for customers
Lead internal training sessions on new features that are/have come out on the Salesforce and Sitetracker platforms
Work with all teams to enhance your skills and growth within the Salesforce and Sitetracker platforms
Identify symptoms, patterns, and solutions for future customer challenges