About the role : 

The technical support engineer Engineer role is a vital customer facing role to support the maintenance and implementation of the Salesforce B2B Commerce application.It has three primary functions: troubleshooting and triage of customer issues, communicating root cause and solutions with customers and/or other support engineers, and coordinating resolution of customer issues with internal groups. This role requires an individual who enjoys troubleshooting, is highly technical and can explain difficult issues in a simple, easily communicable way. Regular emails, phone calls and teleconferences are a large portion of the position.

Responsibilities : 

  • Follow methodology for opening and logging tickets, responding to customers, and assessing follow up. Learn to differentiate enhancement requests, support services, and product bugs.

  • Communicate with customers via email, voice, and/or chat

  • Learn to identify dependencies with other third parties such as PayPal, or Avalara

  • Resolve all cases or know where to escalate.

  • Document clearly in case notes so that it can be understood by others not involved with case or by customer.

  • Review customer accounts and interact with Customer Success to understand Service Level Agreements.

  • Seek opportunities to help grow the account. Shares knowledge with Customer Success team.

  • Interact with Product Development team for resolution of escalated issues.

  • Evaluate service level issues and suggests enhancements to diagnose underlying system inefficiencies.

  • Provide information to customers about new releases and enhancements as well as associated risks.

  • Mentor other engineers, display team leadership as well as advanced product and technical knowledge.

  • Have the ability and desire to work in different shifts required to accommodate business needs. Willing to work on weekends

Candidate requirements : 

  • B.Tech/BS degree in a technical field preferred with a strong academic record.

  • Passionate about client satisfaction and high standard of excellence for yourself

  • Interest and ability to troubleshoot and solve complex technical issue issues.

  • Excellent communication skills to articulate solutions both over the screen share and in e-mail.

  • 3+ years professional experience in consulting, software development, or technical support

  • Current knowledge of web development technologies such as HTML, JavaScript and server side scripting languages such as Java or ASP.NET

  • Understanding of database concepts and data management (RDBMS) and SQL

AT LEAST ONE OR MORE OF THE FOLLOWING

  • Salesforce certifications (especially Platform Developer / Certified Administrator or similar)

  • 3+ years coding experience in Salesforce technologies including Apex, Visualforce, and SOQL

  • 3+ years coding experience in other web development languages (Java, ASP.NET, JavaScript, CSS)

  • Current knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.

  • Prior knowledge and experience of ecommerce platforms.

  • Previous experience working in support

Job Overview
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