Developer Support Engineer

Job description

Job Category

Customer Success Group

Job Details

Developer Support Engineer 

Location:  Dublin, Ireland

We are seeking a highly motivated and creative Developer Support Engineer ready to drive our customers to creating excellent applications on the Salesforce platform. You will be joining our talented and highly innovative team to enhance the Developer, Customer and Partner user experience in the Salesforce Community.

Within the highest level of the Support organization the Tier 3 Developer Engineer will investigate, reproduce and diagnose complex technical issues affecting our customers. The ideal candidate should be passionate about solving technical problems, providing effective solutions for the customer and is business oriented. Technical skills are important, but so are persistence, patience and communication. The responsibilities of this role include developing a strong partnership across Worldwide Support, R&D and our Support Operations team.

Key Responsibilities:

·  Lead the resolution of critical technical issues, providing prompt and complete analysis of technical challenges and business issues
·  Troubleshoot customer integrations, issues with Salesforce APIs, Apex, Visualforce and implementation of other Salesforce developer products
·  Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing guidance on best practices
·  Create knowledgebase materials dedicated towards operational efficiency whilst also empowering and enabling the greater support community
·  Share best practices with team members to enhance the quality and efficiency of customer support
·  Research new technologies as they relate to Salesforce features
·  Participate in project work, including but not limited to; designing and implementing new monitoring and/or reporting tools, and creating or improving existing processes/procedures

Required Skills/Experience:

·  Bachelor's degree in computer science or equivalent experience
·  2+ years with development experience and/or 4+ years of prior experience working in Technical Support
·  Proven analysis, troubleshooting and problem solving expertise
·  Ability to effectively prioritize and escalate customer issues as required
·  Ability to multi-task and perform effectively under pressure
·  Strong knowledge of Object-Oriented design and core programming concepts
·  Understanding of database concepts and SQL
·  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
·  Excellent written and verbal communication skills
·  Comfortable interacting with other departments and management
·  Ability to communicate technical concepts clearly and effectively

Desired Skills/Experience:

·  VisualForce and Apex knowledge
·  Experience with Eclipse IDE and ANT
·  Understanding of Internet technologies: firewalls, web servers, proxy servers etc.
·  Familiarity with SAML 1.1 / 2.0 and OAuth
·  Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
·  Previous experience with Salesforce and its technologies
·  Any Salesforce Certification
·  CRM domain knowledge
·  Second Language Proficiency a bonus

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Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.