Technical Support Engineer, Salesforce
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Customer-focused or previous customer-facing experience
- Ability to communicate technical concepts clearly and effectively
- Ability to optimally prioritize, multi-task, and perform well under pressure
- Knows how/when to escalate customer issues as required
- Knowledge of Internet development technologies (HTML, Javascript, XML, API, etc.) is required
- Understanding of database concepts and SQL
- Excellent written and verbal communication skills
- Comfortable interacting with other groups and management - Ability to work with different internal teams (other groups managements)
- Programming abilities or abilities to read code in one or more of the following languages: Java, PHP, JavaScript
- Ability to communicate technical concepts clearly and optimally
- Resolve customer service issues and strategically manage sophisticated customer service problems
- Proficient in Spanish, Dutch or Italian in addition to English
Desirable
- Meaningful experience working in Technical Support
- Previous experience with Salesforce/marketing cloud and its technologies
- Any official Marketing cloud Certification
- Familiarity with Trailhead or a Trailhead Ranger status
- CRM proven experience
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
- Experience with SQL and API debugging
- Meet the monthly goals on KPIs such as CSAT, Efficiency, Open Case Backlog etc
What the job involves
- Own the complete end-to-end customer support experience
- Provide prompt, detailed analysis of technical challenges and business issues
- Deliver great customer support experience to each customer case
- Solve technical issues and Integrations, with API/SSJS and Marketing cloud Functionalities
- Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing mentorship on recommended standard methodologies
- Build and maintain Knowledge Base Articles both for internal and external audiences
- Open and continuous collaboration with your team to increase team spirit and team efficiency
Otta's take
Xav Kearney
CTO of Otta
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Insights
Some candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Founders
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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