Senior Manager, Technical 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.

Salesforce Inc. seeks Senior Manager, Technical Support Engineering in Indianapolis, IN:

Job Duties: Perform end-to-end customer service. Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Mission Critical Support (MCS). Attend, prepare, and deliver quarterly business reviews with strategic customer stakeholders for assigned accounts complete with KPIs and 90-day plans. Drive conversations with customers’ Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management, and Application Governance. Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues. Understand and document how the customer uses Salesforce technology. Prepare and present trending graphs and reports. Leverage the MCS Technical team for deeper analysis. Engage with customer’s account team to understand their technology road map. Provide recommendations and best practices to minimize potential service disruptions. Advocate MCS customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce Risk and Development and Infrastructure teams on escalated technical issues and product roadmap changes and new features. Envision and source new monitoring and reporting tools. Create and improve existing processes and procedures. Develop and provide additional “white glove” support practices associated to incident prediction and prevention capabilities. Serve as a Subject Matter Expert exhibiting the highest level of expertise in providing Salesforce Support. Review, improve, and approve technical work, guide, mentor, and teach other engineers. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. ˆHQ address additionally encompasses the following Salesforce locations in Indianapolis: 433 North Capitol Avenue, 36 South Pennsylvania Street, 1 East Ohio Street, 111 Monument Circle. The permanent position may be offered at any of these locations in Indianapolis. Telecommuting is an option. Some travel to Salesforce offices may be required. 

Minimum Requirements: Master’s degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline, and five (5) years of experience in the job offered or in any occupation in related field, OR Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline, and seven (7) years of progressively responsible experience in the job offered or in any occupation in related field. 

A related technical degree required (Computer Science, Engineering (any field)).

Special Skill Requirements: (1) Computer Telephony Integration; (2) Data Cleanse/De-depulication; (3) Data Replication; (4) Transactional data to and from Salesforce objects; (5) Database concepts and data management (RDBMS); (6) SQL; (7) Object-oriented design and core programming concepts; (8) XML; (9) SOAP; (10) JavaScript; (11) AJAX; (12) HTML; (13) DHTML; (14) CSS; and (15) Cross-browser development. Any suitable combination of education, training and/or experience is acceptable. Telecommuting is an option. Some travel to Salesforce offices may be required. 

Submit a resume using the apply button on this posting or by email at: onlinejobpostings@salesforce.com at Job# 17-2334. Salesforce is an Equal Opportunity & Affirmative Action Employer.

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