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Mission Critical Success Engineer

Within 23 wards, Tokyo, Japan, JP - Computer Software, Information Technology and Services, Internet

The Mission Critical Success 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:

• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, and Application Governance.


• Manage highly visible, global and strategic, enterprise cases and ensure 100% customer satisfaction.


• 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, engage with customer's account team to understand their technology road map and provide recommendations to minimize potential service disruptions.


• Advocate MCS customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D team on escalated technical issues and product roadmap changes/new features.


• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.


• Assist developers in troubleshooting 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.


• 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 additional "white glove" support practices associated to incident prediction and prevention capabilities.


• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.


• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.


• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.

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


• 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


• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.

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

No salary provided



Posted February 03, 2015 at 04:31AM from LinkedIn http://ift.tt/1D8Ez3W

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