Salesforce Success Engineer - Hyderabad
- Access Global
- 2 - 7 years
- Remote
- 2 years ago
- Email to a friend
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Job Description
Access Global Group is hiring a Salesforce Success Engineer for a direct-hire, fully remote role located Offshore; PAN India.
AGG is proud to offer a hiring bonus! After 3 months with our organization, you qualify for our hiring bonus!
Questions or to apply email Sreeja at ls****a@ac***l.com directly, or review and apply today at www.acsgbl.com/careers!
We look forward to speaking with you!
Not open to C2C/3rd parties
Salesforce Success Engineer
Job Description
Access Global Group is a global Technology Services and Technology Consulting company based in the US, Canada, and India. AGG offers a comprehensive array of business, technology, and cloud services, as well as staff augmentation
Our solutions vary from client to client, and experience with integrating Salesforce is necessary to meet project objectives while supporting clients' individually unique and expanding business objectives.
Essential Skills for Success in Position
Access Global Group is committed to its communities and to providing employees with a solid work-life balance and opportunities to grow professionally. The person in this role needs to embody the Access Global Group values of quality, collaboration, empowerment, compassion, transparency, being genuine, agile, and dynamic. We want someone who believes in our mission.
Responsibilities
The Support Engineer (Technical) is a customer-focused expert and is responsible for Salesforces Support handling and execution of Severity 1 and 2 cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.
The Access Global Groups team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Access Global Group team, Access Global Groups Engineer (Technical) is technically competent, business-oriented, and highly customer-centric.
The ideal Salesforce Support Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem-solving skills, can learn new technologies quickly, and uses their time efficiently.
As a Support Engineer, you'll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.
Key Responsibilities:
Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management, and Application Governance.
- Solve highly visible, technical, global and strategic, enterprise cases and ensure the highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
- Understanding how AGG customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
- Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, creating STEW (Salesforce Transaction Early Warning) alert and queries, working with CCE and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions.
- Advocate Access Global Groups customers priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as working with R&D on pilot programs
- Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
- Assist developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce, and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
- Participation in AGG project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional white-glove support practices associated with incident prediction and prevention capabilities.
- Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; guide others; and mentor or teach.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
- Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
- Ability to orchestrate all salesforce team's efforts and ensure we are the single point of contact for all post-sales support activities.
Required Skills/Experience:
- Deep understanding of Salesforce multi-tenant architecture
- 4+ years of prior experience in Technical Support and/or 2+ years with development experience
- Demonstrated analysis, problem-solving, and skills troubleshooting expertise
- Ability to effectively prioritize and escalate customer issues as required
- Comfortable interacting with all levels of customer and SFDC management
- Ability to multi-task and perform effectively under pressure
- Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
- Understanding of database concepts and data management (RDBMS) and SQL
- Solid understanding of Object-Oriented design and core programming concepts
- 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
- Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.
Desired Skills/Experience:
- Certified Salesforce Developer (DEV401)
- Certified Salesforce Developer (DEV501)
- Visualforce and Apex code experience
- CRM domain knowledge
- Previous experience with Salesforce.com CRM and its technologies
Company's website:
https://acsgbl.com
Job Type:
Full-time
Benefits (for full-time employees):
- Flexible schedule
- Health insurance
- Paid time off
Work Location:
We are keeping our carbon footprint low! Access Global Group is proud to be a Work from Anywhere culture.
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Software,
Role Category: Software Development
Role: Software Development
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Contact Details:
Company: Genesis Tech Solutions Pvt LimitedLocation(s): Remote
Keyskills: Customer Support Customer Satisfaction Troubleshooting Backend Cce Web Technologies Technical Support Computer Staff Augmentation Operational Support
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About Access Global Group (www.acsgbl.com)Access Global Group is a team of experts in Salesforce Consulting, Support, and Managed Services. Living up to our name, we are a truly global company with offices throughout the United States, Canada, and India and successful projects thro...
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