Trailhead Application 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 CategoryProducts and Technology Job DetailsRole: Trailhead Application Support Engineer (Developer)Location: Hyderabad, IndiaWith over 9 million badges earned to-date, Trailhead has reinvented the way people learn Salesforceand is helping people get new skills and further their careers. The Trailhead audience, Salesforceadmins, developers, and users, are instrumental to the success of Salesforce customers, and byhelping them adopt Salesforce successfully and learn our latest technologies, we can help themsucceed in their journeys.As a member of our Trailhead Global Operations team, you will be responsible for interacting withour Trailblazers on a daily basis and supporting the ongoing operations of the Salesforce Trailheadteam. You will manage incoming inquiries and work closely with Content, Product and Marketingteams and personnel to diagnose and resolve complex technical issues. The objective of the team isto deliver personalized, quality issue solutions and guidance to our customers in a timely manner.Team delivers support by analyzing problems and researching new issues. Additionally, you willassist with various program communications, using email, Salesforce Chatter, and other socialcommunication channels.Responsibilities: Respond to and troubleshoot customer support inquiries related to Trailhead trails, modulesand superbadges. This will involve debugging, troubleshooting, and taking responsibility tosee that the issue is fully resolved. Seek opportunities to create knowledge base materials dedicated towards operationalefficiency while also empowering and enabling the Trailhead community. Develop and maintain technical expertise in assigned areas of product functionality andutilize that expertise effectively to help customers. Coordinate with Product Management, Content and Marketing teams in identifying,reporting, and resolving product issues. Support the Trailhead support team as needed for program development and additionalprojects. Work during AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST onwards dependingon Day Light Savings Time), work hours can change depending on Business requirementsRequired Skills/Experience: BA/BS degree in a technical field preferred with a strong academic record. 2-5 years of experience in engineering / programming work experience. Visualforce, Apex code, Lightning components, packaging experience, with an ability tocommunicate technical concepts clearly and effectively. Understanding of database concepts and data management (RDBMS) and SQL. Programming abilities in one or more of the following languages: Java, PHP, Python, Ruby,.NET, JavaScript and Perl. Highly organized with excellent attention to detail.Excellent written and verbal communication skills. Proven history of strongphone/email/chat contact handling skills and active listening, with an ability toadapt/respond to customer of different regions. Proven ability to meet project timelines with quality results. Proven ability to understand complex processes and problem-solve. Ability to learn new tools and processes quickly and apply skills to projects. Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate timerequired to complete projects and meet deadlines; ability to report on progress against tasksand projects Knowledge of Microsoft Excel, Word, and PowerPoint. Knowledge of cloud-based applications and web meeting / video conference applications.Desired Skills: Previous experience with Salesforce.com CRM and its technologies. Prior experience in customer support domain. Passionate about educating the world with Trailhead. Trailhead Ranger status, preferably with the majority of badge completions in theprogrammatic domain Completion of Superbadges would be an addition. Salesforce Administrator, Platform Developer certified.Any other additional Salesforce certification would be an added advantage.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 Salesfore.com or Salesforce.org.Salesforce welcomes all.,

Keyskills :
sql servervideo conferencelinuxunixglobal operationssqlaffirmative actionapplication supportprogram developmenttroubleshootingproduct managementcustomer supportverbal communication