salesforce.com
Mission Critical Success Engineer
Ireland, IE - Computer Software, Information Technology and Services, Internet
Mission Critical Support (MCS) Engineer
Job
The MCS Engineer is a customer-focused expert and is responsible for Salesforce.com’s Mission Critical Support handling and execution. The MCS team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the MCS team, the MCS Engineer is technically competent, business oriented and highly customer centric.
Key Responsibilities:
• Manage highly visible, global and strategic, enterprise cases and ensure 100% customer satisfaction.
• Provide prompt and complete resolution to technical challenges and business issues.
• Lead the resolution of critical technical issues.
• Liaise and work closely with the Salesforce R&D team on escalated technical issues and product roadmap changes/new features.
• Advocate MCS customer’s priorities internally within Salesforce.
• Assist developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Provide proactive support, including but not limited to; preparing trending graphs/reports, identifying potential customer impacting bugs in releases, proactive system/limit monitoring and communications.
• Participation in MCS project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing “white glove” support practices.
• Serve as a Subject Matter Expert (SME).
• Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
Required Skills/Experience:
• Bachelor's degree in computer science or equivalent experience
• 5+ years of prior experience in Technical Support and/or 3+ years with development experience
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Detailed, organized and results oriented.
• Ability to effectively prioritize and escalate customer issues as required
• Comfortable interacting with all levels of customer and SFDC management
• Ability to multi-task and perform effectively under pressure
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL
• Solid understanding of Object-Oriented design and core programming concepts
• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development
Desired Skills/Experience:
• Visualforce and Apex code experience
• Certified Salesforce Developer (DEV401)
• Certified Salesforce Developer (DEV501)
• CRM domain knowledge
• Previous experience with Salesforce.com CRM and its technologies
About salesforce.com
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?
Salesforce.com is an Equal Employment Opportunity and Affirmative Action Employer. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com does not accept unsolicited headhunter and agency resumes. Salesforce.com will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com.
Accessibility – If you require accessibility assistance applying for open positions please contact applicant_access@salesforce.com
No salary provided
Posted June 26, 2014 at 09:07AM from LinkedIn http://ift.tt/1mwqLZ3
via IFTTT
No comments:
Post a Comment