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Senior Support Engineer

5.00 to 9.00 Years   Hyderabad   22 Dec, 2021
salesforce
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success Group Job DetailsAre you a supportengineer passionate about SaaS Do you get a serious kick out of tracking down hard-to-pinpoint issues and solving problems for customers If so, we d like to talk to you about joining our technical support team at Heroku.Heroku is a cloud Platform as a Service (PaaS) and is part of the Salesforce Platform. Developers use Heroku to deploy, manage, and scale modern apps. Our platform is elegant, flexible, and easy to use, offering developers the simplest path to getting their apps to market.Job responsibilities

  • Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring happy customers and resolved cases
  • Developing and maintaining technical expertise
  • A track record of exceptional analytical, troubleshooting, and problem-solving expertise
  • Explain Salesforce product features and coding best practices
  • Managing customer expectations and the customer experience to maximize customer satisfaction
  • Actively maintaining and participating in job-related training activities
  • Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment
  • Ability to prioritize tasks and follow through to completion
  • Creating and curating knowledge content
RequirementsEssential
  • Bachelor s/Master s degree in Computer Science
  • 5 years of experience as an L3 Support Engineer.
  • Experience in managing 24x7 production operations, preferably supporting a highly available environment for a SaaS or cloud service provider
  • 5 years of experience with Unix/Linux operating systems internals (e.g. filesystems, inodes, system calls, etc) or networking (e.g. TCP/IP, routing, network topologies, and hardware, SDN, etc)
  • Good exposure to logging and monitoring tools like Splunk for reporting on performance trending of SaaS applications
  • Strong understanding of system and networking concepts and troubleshooting techniques
  • Experience in driving critical customer situations such as high-impact incidents and production-down issues
  • Understanding container-based services including Docker is desirable
  • Previous experience using source control solutions such as GitHub, BitBucket, or Subversion.
Preferred
  • Release automation, system administration, system configuration, and system debugging experience
  • Experience using scripting languages (Ruby, Python, etc)
Job-specific
  • This role requires working in 24/7 shifts (rotational or fixed, depending on business requirements).
  • In this role, you ll be expected to participate in an after-hours on-call rotation (including weekends) to support highly critical incidents.
AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .Salesforce welcomes all.,

Keyskills :
operating systemstechnical supportmonitoring toolscomputer hardwarenetworkingnetwork topologiesactive directoryequal employment opportunityproblem solvingaffirmative actioncustomer experiencetroubleshooting

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