Technical Support Engineer, Salesforce
Italian Speaker
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Excellent written and verbal communication skills
- Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues
- Fluency in Italian 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
- Experience in Application Support including middleware/networking knowledge. Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
- Knowledge and troubleshooting experience with at least one programming language, such as Java, .NET, or PHP, and analyzing thread dumps and heap dumps as an added advantage
What the job involves
- 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
- 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
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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