About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Role Responsibilities
- Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing meaningful feedback on a regular basis to assist with troubleshooting integrations involving third-party APIs and implementation of other products.
- Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
- Provide feature explanation and implementation best practices.
- Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.
- Respond promptly and effectively to technical support requests from clients regarding integration API-related issues.
- Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.
- Collaborate closely with cross-functional teams, including developers and operations, to resolve complex integration challenges.
- Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.
- Escalate critical issues to development teams when necessary, ensuring timely resolution.
Role Requirements
- Excellent written and verbal communication skills.
- Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues.
- Bachelor's Degree or equivalent relevant experience required.
- Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
- Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
- In-depth knowledge of database concepts and data management (RDBMS) and SQL.
Preferred Requirements
- 5+ years of Experience in Application Support including middleware/networking knowledge.
- Knowledge and troubleshooting experience with at least one programming language, such as Java, .NET, or PHP, and analyzing thread dumps and heap dumps as an added advantage.