Production Support Engineering - Multiple Levels

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Job Category

Software Engineering

Job Details

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’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.

Join a high impact global engineering team that delivers Customer Love by solving the toughest technical customer escalations fast and champions trust strategy throughout the company.

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions each day for 150,000+ companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a Customer Centric Engineer within R&D you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.

What you’ll be doing:

• Using your Java, database, and web API and UI skills to solve critical customer technical escalations to R&D from our Technical Support organization

• Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code

• Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams

• Providing timely information to customer facing teams to improve overall customer satisfaction

• Mentoring Technical Support on technical issues and best practices

• Building relationships with other teams across Customer Services, R&D, and data center operations as a technical expert

• Championing Support and Debug initiatives throughout R&D

• For senior roles:

  • Develop high-quality, production ready Tools that can be used by internal users

  • Share your knowledge and help transform an organization from within by working with and coaching your team members

  • Work closely with cross-functional teams across geographies.

  • Mentor other junior engineers in the team.

What we’re looking for:

• Developer-level technical chops along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company

• Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits

• Unparalleled troubleshooting and problem-solving skills

• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management

• For senior roles:

  • Candidates having min of 8 years of relevant technical experience

  • Extensive experience in Java or similar languages in development / debugging roles.

  • Ability to take a complex problem, analyze, design, educate team members on it and work with them to solve the problem with high quality and on time.

  • Preferred skills: Lead teams/work across teams in delivering projects/running programs

Required Technical Skills:

• A related technical degree