Delivering world-class customer support to our Signature customers
Driving operational excellence
Partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments
Meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets
Serving as a technical lead for junior engineers
Helping support leadership influence the product roadmap, product quality, and supportability

Requirements

Degree or equivalent validated experience required
Over 4+ years of prior experience in a Technical Support/Services-related role
Experience with Salesforce and/or CRM applications and other cloud-based technologies
Comfortable interacting with all levels of customer and Salesforce management
Ability to multitask and perform effectively under pressure
Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Experience with database concepts and data management (RDBMS), JSON, and SQL
Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
Must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government background clearance process.
Salesforce Certified Administrator
Salesforce Certified OmniStudio Developer
Platform App Builder 1
Platform Developer 1
Gov Cloud Compliance & Risk Management

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportSalesforceCRM applicationsInternet technologiesRDBMSJSONSQLsystem logging toolsSplunkSumo Logic

Soft Skills

customer supportoperational excellencemultitaskingperforming under pressureinterpersonal communicationleadershipcollaboration

Certifications

Salesforce Certified AdministratorSalesforce Certified OmniStudio DeveloperPlatform App Builder 1Platform Developer 1