Technical Support Engineer, Salesforce

• Excellent written and verbal communication skills
• Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues
• Fluency in French in addition to English
• Proven experience in a Technical Support environment
• Strong understanding of REST and SOAP web-based services, with a solid understanding of WSDL interpretation, generation, and consumption
• Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc
• In-depth knowledge of database concepts and data management (RDBMS) and SQL
• Must have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework
• Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)
• Deep knowledge of Internet technologies and protocols such as HTTP and FTP
• Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies
• Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc. Knowledge of Open Source business and/or past contributions to open-source projects is also favorable

Desirable

• MuleSoft's Customer Support team is looking for dedicated individuals with a passion for researching sophisticated technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products
• We maintain a very high level of satisfaction across our customer base, and we take phenomenal pride in our operational efficiency and the strength of the solutions we provide to our customers
• As a member of the Support team, you will demonstrate sophisticated technical expertise to resolve complex platform-related issues affecting customers
• As a Technical Support Engineer expert, you will enable customer success by helping our customers to overcome crippling technical challenges
• You will provide hands-on troubleshooting, feature explanation, and standard methodology guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams
• You'll find yourself researching new technologies every day, including Web Services, HTTP, JMS, JEE application servers, and many types of Enterprise Software
• This role will give you an opportunity to build expertise and fast-track your career toward customer-facing technical roles, and your successes will have an impact across the company
• Role Responsibilities:
• Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing meaningful feedback on a regular basis to assist with troubleshooting integrations involving third-party APIs and implementation of other products
• Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features
• Provide feature explanation and implementation standard methodologies
• Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community
• Respond promptly and optimally to technical support requests from clients regarding integration API-related issues
• Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations
• Collaborate closely with multi-functional teams, including developers and operations, to resolve complex integration challenges
• Document and track support cases, solutions, and interactions in our support systems to maintain accurate records
• Escalate critical issues to development teams when vital, ensuring timely resolution