Support Engineer/ Senior Support Engineer Job Vacancy in Salesforce Hyderabad, Telangana – Updated today

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Company Name : Salesforce
Location : Hyderabad, Telangana
Position :

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Job Category
Customer Success Group
Job Details
Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.
Job Description:
The Salesforce Service Cloud Support team is comprised of highly skilled technical engineers who have a passion for making customers successful. Our Success Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.

Your Impact – Responsibilities: In your role as a Service Cloud Technical Support Engineer, you are the first point of contact for Service Cloud customers experiencing technical challenges. Job responsibilities include but are not limited to:
Assisting customers in troubleshooting their Service Cloud-related challenges and implementation of Service Cloud products by owning the complete end-to-end Service Cloud customer experience. T ake case ownership and r esolve customer Service Cloud issues through skillfully managing complex customer Service Cloud problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Providing feature explanation and Service Cloud best practices.
Managing customer expectations and the customer experience to maximize customer satisfaction.
Actively maintaining and participating in job-related training activities.
Ability to adapt to a high-paced, high-volume environment with shifting priorities. Multitasking and performing effectively under pressure through strong time management skills
Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, team training, collaboration on cases through Slack, etc.
Creating and curating knowledge content.
Provide peer mentorship to team members through the Swarming framework
Willingness to participate in weekend and holiday on-call rotation coverage

Minimum Qualifications:
Bachelor’s degree in Computer Science or a related field, or 2 years of experience in a technical support role.
Excellent written and verbal communication skills.
Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
Experience working within the Salesforce architecture
Experience with reading/writing HTML, APEX, JavaScript, Lightning Component/ Lighting web component, Rest Api and CSS.
Experience with Database concepts, Data management (RDBMS), and SQL
Experience working with and troubleshooting variety of internet browsers – Google, Safari, etc
Demonstrated skill in Customer Support or Customer Service in a customer-facing role

Desired Qualifications:
Bachelors degree in Computer Science or computer/business information systems
Experience with Salesforce and/or CRM applications and other cloud-based technologies
Clear comprehension of Service Cloud platform and expertise in one or more Product areas (FSL, OMNI, Chat, Lightning Messenger, Mobile SDK, Einstein BOTs, Embedded Services, Analytics)
Understanding of Session Settings, Setup Audit Trail, Physical Delete, Multi factor authentication, encryption, Identity confirmation. Network access ranges and how to capture and read HAR Files to identify any potential performance issues
Should be able to work closely with internal teams to guide customers during instance refreshes, site switches, release/maintenance timings, Performance test approvals & Org migrations
Should have good understanding of the Salesforce for iOS, Android and Field service lightning mobile
Experience working with scripting languages and Web Architecture Principles
Salesforce Certifications:
Salesforce.com Certified Administrator
Salesforce.com Certified Advanced Administrator
Service Cloud Consultant certified
Field Service Lightning Consultant certified
Platform Developer 1 certified
App Builder Certified

Performance Expectations:
Follow process and procedure guidelines in all interactions
Respond to cases within SLA, with the appropriate level of urgency
Understands and adheres to processes that will help resolve the cases efficiently (responding within SLO/posting meaningful updates/follows SG handover, GHO or any case handling related processes)
Escalate issues to Product Engineering promptly when required
Monthly create and curate Knowledge Base articles
Meet or exceed all KPI targets, consulting with your manager to determine areas of improvement
Own your deliverables, including customer commitments, training deadlines, administrative requests.
Demonstrate case ownership and drive resolution
Prioritize work and adapt to changing priorities
Work under pressure troubleshooting real-time products
Demonstrate team spirit through positive interaction and communication
Excellent written and verbal communication skills
Flexibility to work in any shift (APAC, EMEA, US) as per business need.
Willingness to work over the weekends and avail week offs during the weekdays
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
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