Senior Technical Support Engineer-Mulesoft

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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Job Details

• MuleSoft's Customer Support team is looking for talented individuals with a passion for researching complex technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.
• As a member of the Support team, you will leverage advanced technical expertise to resolve complex platform-related issues affecting customers. As a Senior Technical Support Engineer expert, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams.
• You'll find yourself researching new technologies every day, including Web Services, HTTP, JMS, JEE application servers, and many types of Enterprise Software. This role will give you an opportunity to build expertise and fast-track your career toward customer-facing technical roles, and your successes will have an impact across the company.
• Work Hours: The candidate primarily needs to work west coast hours. However, We are a 24x7 Support Hub, the candidate hence needs to be ready to work any shift based on business requirements.

Role Responsibilities:

• Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing meaningful feedback on a regular basis to assist with troubleshooting integrations involving third-party APIs and implementation of other products.
• Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
• Provide feature explanation and implementation best practices.
• Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.
• Respond promptly and effectively to technical support requests from clients regarding integration API-related issues.
• Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.
• Collaborate closely with cross-functional teams, including developers and operations, to resolve complex integration challenges.
• Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.
• Escalate critical issues to development teams when necessary, ensuring timely resolution.

Role Requirements:

• Must be a US citizen on US soil and able to obtain a US Government clearance.
• Excellent written and verbal communication skills.
• Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues.
• Bachelor's Degree 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.).
• Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
• Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
• In-depth knowledge of database concepts and data management (RDBMS) and SQL.

Preferred Requirements:

• 5+ years of Experience in Application Support including middleware/networking knowledge. Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
• Knowledge and troubleshooting experience with at least one programming lang