OFFICE: Salesforce, Hyderabad, Telangana
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Job Category
Customer Success Group
Job Details
As a member of the Support team, you will leverage advanced technical expertise to resolve complex platform related issues affecting customers. As a Dev expert you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time sensitive situations while partnering with development teams.
Role Responsibilities:
- Take ownership of customer issues through to resolution – including troubleshooting, internal communication and providing meaningful feedback on a regular basis
- 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 towards operational efficiency while also empowering and enabling the developer community.
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 in computer science or equivalent experience
- Strong background and solid understanding of object-oriented concepts and languages.
- 3+ years of prior experience in Technical Support, a help desk environment.
- 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.
We operate 24×7 which can involve working during one of the below shifts (not limited to- shift timing can change) –
AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 9 PM/10 PM IST onwards depending on Day Light Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Day Light Savings Time
APAC hours – 5.30 AM IST onwards
Work hours can change depending on Business requirements.
Preferred Requirements:
- 3+ years building web-based or API applications with a solid understanding of HTTP, HTML, CSS, JavaScript, and at least one programming language, such as Java, .NET, or PHP.
- Experience in Mulesoft application development.
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
Accommodations
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