Tier 3 Support Engineer (Commerce Cloud)

Job description

Job Category

Customer Success Group

Job Details

Salesforce Commerce Cloud is a leading provider of software-as-a-service (SaaS) e-commerce solutions that enable companies to easily design, implement and manage their own customised e-commerce sites, including websites, mobile applications, and other digital storefronts. Customers use our highly scalable and integrated Commerce Cloud platform to more easily launch and manage multiple e-commerce sites, initiate marketing campaigns more quickly, and improve e-commerce traffic.

Salesforce Commerce Cloud is seeking a Tier 3 Support Engineer to join the Salesforce Commerce Cloud Support Team. This position is for someone who is highly motivated, self- directed and has a desire to work on a cloud-based eCommerce platform. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team. The individual we are seeking must be able to take big-picture holistic views of difficult situations, make tough decisions under pressure, and act in a spirit of sincere collaboration internally and externally.

Responsibilities:

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Responsible for providing technical support to clients of the Salesforce Commerce Cloud platform

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Provide deep technical knowledge and great troubleshooting skills

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Proactively monitor performance and investigate scalability issues using various diagnostic/monitoring tools (Grafana, AppDynamics, MAT etc)

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Provide recommendations and best practices to the Commerce Cloud community

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Audit customer environments to ensure success, stability, and scalability

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Drive complex, high-profile, technical escalations from customers and internal teams

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Help to manage customers' expectations and experience in a way that results in high customer satisfaction

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Develop and maintain technical expertise in assigned areas of product and act as a subject matter expert (SME)

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Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues

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Create knowledge base materials dedicated to operational efficiency while also empowering and enabling the greater support community

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Contribute to conceptualisation and development of internal applications

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Share best practices with team members to enhance the quality and efficiency of customer support

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Mentor, guide and help grow new team members

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Ability to orchestrate all Salesforce teams efforts and ensure Customer Success

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Represent support organisation during cross-functional projects and serve as the voice of the customer

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Provide on-call weekend support on a rotating basis

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Conduct thorough and complete triage of product defects before assignment to product scrum teams

 

Qualifications :

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2+ years providing customer-facing product/technical support (Web-based products or eCommerce preferred)

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Degree in computer science or equivalent experience

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Working experience with one or more object-oriented programming and scripting languages

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Experience with web technologies (HTML, JS, CSS, XML)

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Strong understanding of web-based server-side technologies; including full-stack troubleshooting across Application, Web and Database layers

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Good understanding of service-oriented architecture

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Understanding of database technologies and the ability to create basic SQL scripts

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Basic understanding of Cloud Computing

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Experience supporting enterprise network infrastructure, i.e, DNS, Load Balancers, IP addressing, Routing and CDN

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Log analysis and log mining skills using command line tools

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Experience working with development IDE's such as Eclipse, IntelliJ

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Familiarity with support practices such as case, knowledge base, defect and escalation management

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Strong problem-solving, troubleshooting and root cause isolation skills

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Ability to prioritise, multi-task and perform effectively under pressure in fast-changing conditions

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Ability to work self-sufficiently and drive client and partner engagements to success without supervision

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Strong verbal and written communication skills with demonstrated ability to effectively communicate to both highly technical and business/executive level

Ideal candidates will have strong experience in several of the following:

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Writing/debugging JavaScript applications

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Debugging Java code in enterprise environments

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Analysing heap and thread dumps

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Analysing network traces and routes

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Performance and scalability analysis (profiling techniques, identifying software/platform bottlenecks)

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Experience providing web-development, SaaS/PaaS/cloud or API support

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Knowledge of eCommerce domain

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Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)

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Knowledge in any of the following e-commerce suites and related technologies: Salesforce Commerce Cloud (Demandware), Adobe and Oracle eCommerce

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Experience with middleware technologies like Apache, Tomcat, Nginx, etc

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Commerce Cloud Digital Certified Developer

Posting Statement

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