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　　Job Category

　　Software Engineering

　　Job Details

　　About Salesforce

　　We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

　　With over 9 million badges earned to-date, Trailhead has reinvented the way people learn Salesforce and is helping people get new skills and further their careers. The Trailhead audience, Salesforce admins, developers, and users, are instrumental to the success of Salesforce customers, and by helping them adopt Salesforce successfully and learn our latest technologies, we can help them succeed in their journeys.

　　THE ROLE

　　Team Trailhead at Salesforce is looking for a Support Engineer (SMTS) to join our Technical Operations team. This is a perfect position for someone technical and solution-oriented, who loves problem-solving and has a passion for providing product support to customers and business users. This position requires an individual with strong Salesforce platform knowledge, technical prowess, and impressive business-facing skills. Ideal candidates should be able to read, understand, troubleshoot, and coordinate operational issues and fixes to our Trailhead Academy Learning Ecosystem. The Support Engineer will investigate and help resolve sophisticated issues, engaging with multiple cross-functional engineering teams and developing solutions/workarounds where needed.

　　In this role, you will work closely with business users, engineering teams, operations teams, and vendor teams to support existing and new business processes and systems functionality by analyzing problems, providing RCA, resolving issues, and planning long-term support. The role interacts with internal users and supports applications used by Trailblazers.

　　RESPONSIBILITIES

　　Be the primary contact for application support/incidents in Pacific time. Quickly respond and maintain SLAsResponsible for monthly/quarterly service metrics, reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service-impacting eventsResponsible for triaging, troubleshooting, and ensuring issues are fully resolvedDemonstrating exceptional analytical, troubleshooting, and problem-solving expertiseQuickly develop and maintain technical and domain expertise in assigned areas of product functionality.Take ownership of issues that may arise and see through them until completion.Effectively connect with development, leadership, and business users throughout the support process.Demonstrate ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwardsCoordinating interfaces between incident management & cross-functional engineering teamsCollaborate with the Applications team to support changes and enhancements in Salesforce

　　PROFESSIONAL EXPERIENCE/SKILLS REQUIRED

　　Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)Overall 6+ years of relevant hands-on experience in Salesforce Administration and various Salesforce cloud products such as Sales Cloud, Service Cloud, Experience Cloud, Data CloudAll aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rulesSalesforce configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, multifaceted layouts, apps, actions, custom settings, mobile administration, dashboards and reportsSolid understanding of Lightning Aura and Lightning web components, triggers/Apex code knowledgeExperience developing in an enterprise environment such as source code control, IDE, continuous deployment, release management (Git, Eclipse, CircleCI, link VSCode)Experience supporting Salesforce integrations with external systems and ETL tools.Skilled in at least one scripting language, such as Shell or Python and the ability to quickly learn and implement unfamiliar technologies.Proficient in writing, debugging, and optimizing scripts to automate repetitive tasks.Must have solid understanding of Unlocked Packages, including how to create, version, and deploy them optimally.Should have a strong inclination towards implementing unit tests whenever possible, to ensure code reliability and ease of maintenance.Should possess the skills to troubleshoot issues optimally using log analysis tools like Splunk or similar.Should be familiar with Jenkins file and GitHub Actions for managing CI/CD workflows.Expertise with branching strategies, version control, pipeline automation and orchestration, conflict resolution utilizing tools like Github, Jenkins etc.Ability to work under pressure, highly adaptable, and well-organizedProblem Solver with technical capability and troubleshooting skills.

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