Software Engineer - Production Support Engineering

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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.

*IN SCHOOL OR GRADUATED WITHIN THE LAST 12 MONTHS? PLEASE VISIT FUTURE FORCE FOR OPPORTUNITIES*

At Salesforce, reliability & trust is our #1 priority. Our customers demand a high quality, responsive and predictable application!

As an engineer joining the Customer Centric Engineering team, you will get an opportunity to work on a broad set of challenging customer-related issues which will require a wide range of technologies and troubleshooting of the Salesforce Data Cloud product.  As a Customer Centric Engineer you will investigate, reproduce, diagnose and propose fixes for 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 and communication.

Responsibilities

• Using your Java, Database, Web API and UI skills to tackle critical customer escalations

• Determining ways to find “the bug” utilizing top-notch troubleshooting techniques and all the tools and systems available within the development organization, and digging deep into code

• Identifying root causes, proposing test cases and proposing code changes to fix the problem.

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

• Mentoring internal support teams on technical issues and best practices

• Developing partnerships with other teams across Customer Service, Development, and Site Reliability as a technical expert

• Championing Supportability and Debug ability initiatives throughout development and developing new debugging tools while working closely with product teams

• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)

• Provide input into long-range platform requirements and operational guidelines, with a focus on automation and continuous improvement of Platform Service Composability and availability.

• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that.

• Deliver presentations highlighting metrics, trends and successes to engineering teams

Requirements

• A related technical degree required

• 4-6 years of proven experience in software development environment. For senior levels, 7+ years.

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

• Unparalleled debugging, troubleshooting and problem-solving skills

• Learn quickly and be productive in a highly collaborative, lightning-fast environment

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

• Ability to take sophisticated problems and break them down into smaller tasks

• In-depth, hands-on experience with Linux, networking, server, and cloud architectures.

• A strong background in open source technology.

• Deep understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, SQL, HTTP.

• Knowledge about cloud security and standard methodologies.