Senior Customer Centric Engineer, Salesforce

• A related technical degree required
• 5+ years of proven, related technical experience with at least 2 years of experience in a software development environment
• Developer-level technical skills along with a strong desire to interact with customers, support teams and management on high-profile issues critical to the long-term success of the company
• Unparalleled debugging, troubleshooting and problem-solving skills
• Learn quickly and be productive in a highly collaborative, lightning-fast environment
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge and comfort interacting with all levels of management
• Ability to take complex problems and break them down into smaller tasks
• In-depth, hands-on experience with Linux, networking, server, and cloud architectures
• Deep understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, SQL, HTTP
• Knowledge about cloud security and best practices
• Willing to learn new technologies
• Must have a background in Java and Javascript
• Very good understanding of RDBMS
• Experience with a known IDE: Eclipse or IntelliJ or VSCode

Desirable

• For this role you will be working with Salesforce customer support engineers to troubleshoot customer implementations of the Salesforce Lightning UI (Lightning Components), both in Javascript on the browser, and in Java on the server
• Using your Java, JavaScript, Database, Web API and UI skills to solve critical customer escalations
• Figuring out ways to find “the bug” utilizing top-notch troubleshooting techniques and all the tools and systems available within the development organization, and digging deep into code
• Identifying root causes, proposing test cases and proposing code changes to fix the problem
• Providing timely information to customer facing teams to improve overall customer satisfaction
• Mentoring internal support teams on technical issues and best practices
• Building relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert
• Championing Supportability and Debug-ability initiatives throughout development and developing new debugging tools while working closely with product teams
• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)
• Provide input into long-range platform requirements and operational guidelines, with a focus on automation and continuous improvement of Platform Service Composability and availability
• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that
• Deliver presentations highlighting metrics, trends and success stories to engineering teams

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