Senior Support Engineer

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 DetailsSenior Support Engineer, Digital Platform: Vlocity Product SupportCompany DescriptionSalesforce Industries (also known as Vlocity) has been a leading provider of industry-specific cloud and mobile software, driving digital transformation for the world s largest companies. A three-time Forbes Cloud 100 winner (2017, 2018, 2019). Vlocity is an industry cloud pioneer built in partnership with Salesforce, the world s #1 CRM provider. Vlocity increases sales, service and marketing agility, operational efficiency, digital adoption and simplicity at a faster time to value across the enterprise. Committed to innovation, customer success and a values-led culture, Vlocity serves the world s leading companies in the Communications, Media & Entertainment, Energy & Utilities, Insurance, Health, and Government industries.Job Description

• We are looking for a Product Support Engineer with 7 years of experience for the Vlocity Digital Platform product suite to join our Global Product Support team.(Omniscripts, DataRaptors, LWCs, Cards, Integrations)
• This is a perfect position for someone who is solution oriented, technical, has love for problem solving and a passion for providing product support to our customers and partners.
• As the subject matter is highly technical and sophisticated in nature, this position requires an individual with programming background, technical prowess and impressive customer-facing skills.
• The Product Support Engineer - Digital Platform will investigate and help resolve complex issues with the Vlocity Digital Platform, engaging with Engineering and developing customer solutions/workarounds where needed.
• The Global Support Product team runs 24x7x365 . You must have the flexibility to work as the business requires - this includes holidays, weekends and distributed timezones.
• You have a demonstrated ability to juggle and prioritize a high-volume workload, handling details accurately.

Responsibilities

• Take ownership of customer cases and work directly with customers, in collaboration with Support peers and Engineering to troubleshoot and solve complex issues.
• Assist customers and partners in troubleshooting their integrations and implementation of Vlocity products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Providing feature explanation and implementation best practices for Vlocity products.
• Developing and Providing a customization workaround wherever appropriate.
• Handle escalated issues effectively and conflicting/competing priorities.
• Become broadly versed in additional Vlocity products.
• Participate in 24/7 coverage, including weekend on-call and holiday coverage as needed.
• Create and maintain support documentation including knowledge articles for the Digital Platform Swarm team.
• Understand and adhere to existing support processes to protect predefined SLA.

Expectations from the position:In first 3 months:

• Know the immediate team and the stakeholders.
• Be familiar with all the support processes.
• Gain a solid understanding of the Vlocity Digital Interaction Platform.
• Start taking ownership of and handling cases.

In first 6 months:

• Deep dive in handling complex customization cases.
• Build expertise in DataRaptors, Contract Lifecycle Management, Integration Procedure and related product support areas.
• Collaborate with others on the Digital Platform swarm team to help solve cases that need troubleshooting involving key areas of support.

Qualifications

• Bachelors or Masters degree in Computer Science, engineering or a related subject.
• Salesforce Administrator certification.
• Demonstrated Salesforce domain knowledge & experience in Vlocity
• Familiarity with Javascript, CSS, HTML, Apex knowledge and experience.
• Understanding of JSON data, data hierarchies and how it all can be manipulated
• Integration knowledge with Salesforce.com components including but not limited to API s, APEX Web Services, Apex Callouts, outbound messaging, SSO, and data loaders
• Basic understanding of LWC concepts is a good to have.
• Problem solver with technical aptitude and troubleshooting skill.
• Understanding of the configuration of SFDC and portals including but not limited to developing custom objects, work-flow business rules, and validation rules.
• Experience working and manipulating hierarchical data in csv and similar formats.ipulated.
• Strong communication - Written & Verbal
• Good-to-Have : Exposure to Digital Platform components / Vlocity CPQ domain knowledge for DP & CPQ teams respectively.

Education/Desired Certifications

• Bachelors or Masters degree in Computer Science, engineering or a related subject.

Salesforce Industries welcomes all. In our journey as a company -- and as individual Vlociters -- we recognize that our diversity is our strength. We are proud to be an Equal Employment Opportunity employer. All aspects of employment including our decisions to recruit, hire, promote, transfer, discipline, or separate are based on merit, competence, performance, and business needs. We do not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees to bring their authentic selves to work every day. We provide accommodation for our Vlociters with disabilities both seen and unseen in the spirit and letter of the Americans with Disabilities Act (ADA).Accommodations - If 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 Salesfore.com or Salesforce.org.Salesforce welcomes all.,

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