Software Engineer (Developer Support) Tier 3
Dublin (Dublin City) IT development
Job description
Job Title: Success Agent (Tier 3) - Developer - Marketing Cloud
Location: Dublin, Ireland
Role Description:
As a member of the Developer Technical Support team, you will leverage advanced technical expertise to resolve complex platform related issues affecting Marketing Cloud customers. As a Dev expert you will enable customer success by helping Salesforce 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 Marketing Cloud customers during critical and time sensitive situations while partnering with Salesforce Research and 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 Marketing Cloud APIS and implementation of other Marketing Cloud and Salesforce developer products.
· Liaise and work closely with the internal Salesforce Research & Development teams on escalated technical issues and product roadmap changes/new features.
· Provide feature explanation and coding 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.
· 4+ years building web-based applications with a solid understanding of HTML, CSS, JavaScript, and at least one programming language, such as Java, .NET, or PHP.
· 2+ years of prior experience in Technical Support, a helpdesk environment, or as a Salesforce administrator
· 2+ years writing and debugging SQL
· 2+ years writing and debugging Javascript
· Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
· Solid understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
· In-depth knowledge of database concepts and data management (RDBMS) and SQL. Preferred Requirements:
· 1+ years working with Marketing Cloud or other SaaS products.
· Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
· Previous experience in Marketing or a knowledge of Marketing processes and terminologies advantageous.
· Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Marketing Cloud Consultant certified.
· Completed Salesforce Trailhead Badges
Salesforce, the Customer Success Platform and worlds #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas-a new technology model in cloud computing, a pay-as- you-go business model and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes World's Most Innovative Company five years in a row and one of Fortune 100 Best Companies to Work For eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for family) made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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