Technical Support Engineer (5+ yrs of exp)

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are looking for an engineer to support inquiries about Salesforce Industry Cloud (Industry Cloud) , which is specialized for each industry

Industry Cloud is a product that provides Salesforce products as standard functions that are subject to upgrades, with industry-specific user interfaces, logic and data models to meet the needs of customers in each industry.

Industry Cloud support engineers provide technical support for issues faced by customers using standard Salesforce functions as well as functions related to Industry Cloud-specific functions optimized for the industry . Technical support engineers are experts who lead customers to success. Our mission is to contribute to the growth of Salesforce by providing high technical skills and fast, courteous, and accurate support services to maximize customer satisfaction. 

In addition, the responsibilities include, but are not limited to, the following. Responsibilities

• Assist with troubleshooting of standard functionality and customer customizations in Salesforce products

• Establish and maintain technical expertise in assigned product functionality

• Demonstrated outstanding analytical, troubleshooting, and problem-solving expertise

• Maximize customer satisfaction by managing customer expectations and experiences

• Active and ongoing participation in job-related training

• Ability to effectively research, document and prioritize client issues utilizing internal tools and escalation teams as needed, as well as demonstrating effective time management skills in a fast paced environment.

• Global support/Cooperation with development department

• Multitasking and working efficiently under pressure

• Creating and managing knowledge articles

Location: Hyderabad, India

Required Skills/Experience:

• Deep understanding of Salesforce multi-tentant architecture

• Bachelor's degree in computer science or equivalent experience

• 5+ years of prior development experience

• Demonstrated analysis, problem solving and skills troubleshooting expertise

• Ability to effectively prioritize and escalate customer issues as required

• Comfortable interacting with all levels of customer and SFDC management

• Ability to multi-task and perform effectively under pressure

• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

• Understanding of database concepts and data management (RDBMS) and SQL

• Solid understanding of Object-Oriented design and core programming concepts

• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)

• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back-end (Java,.Net, SQL) software development

• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

Skills/Experience:

• Visualforce and Apex code experience

• Certified Salesforce Developer (DEV401) (Mandatory)

• Certified App Builder (Mandatory)

• ADM 201 (Mandatory)

• Certified Salesforce Developer

• CRM domain knowledge

• Previous experience with Salesforce.com CRM and its technologies

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