Technical Support Engineer

1 week ago

Hyderabad, India Salesforce Full time
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

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.

  • Role & Responsibilities:

    * Assisting customers in troubleshooting related to API, SQL code, integration, messaging and journeys, and other technical issues in Salesforce Marketing Cloud products via multiple channels like voice, email, chat, etc. This involves debugging, troubleshooting, and ensuring technical issues are fully resolved.
    * Manage highly visible, global, and strategic customer-reported issues and ensure 100% customer satisfaction
    * Developing and maintaining technical expertise in assigned areas of product functionality.
    * Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
    * Providing feature explanation and Salesforce coding best practices.
    * Managing customer expectations and the customer experience to maximize customer satisfaction.
    * Actively maintaining and participating in work-related training and up-skilling activities.
    * Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary
    * Multitasking and performing effectively under pressure and meeting all support-related KPIs as outlined by business
    * Creating and curating knowledge content.

    Mandatory Technical/General Qualifications:

    * 3 to 5 years of engineering/programming/enterprise support work experience.
    * Working experience in Marketing Cloud Journey Builder and API integration
    * Thorough working knowledge of Email Studio (Sends, Data Extensions, Sending Practices)
    * Hands-on knowledge of Automation Studio
    * Fair understanding of Email Delivery Management (EDM) - IP configuration and SSL
    * MC Email Specialist Certification preferred
    * Understanding of database concepts and data management (RDBMS) and SQL
    * Excellent written and verbal communication skills
    * Flexibility to work in any shift (APAC, IST, EMEA, AMER) as per business need
    * Willingness to work over the weekends and avail week offs during the weekdays

    Good to have:

    * MC Admin certification, MC Consultant, and MC Developer Certification
    * Knowledge of AMPscript
    * Proficient with HTML, CSS, JavaScript
    * Experience with web service integration (REST/SOAP)
    * Exposure to Pardot
    * Programming/scripting (Any language)
    * Hands-on knowledge of Digital Marketing and a better understanding of Marketing Business
    * Experience in Salesforce Administration, configuration, and setup concepts, preferably from service-based industries
    * Experience with any of the marketing cloud platforms (Mailchimp, Marketo, Oracle CX, Hubspot, etc)
    * Digital Marketing Certifications

    INDIA ONLY
    We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).
    While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)
    AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time - 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
    EMEA hours - 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
    APAC hours - 5.30 AM/6.30 AM IST onwards depending on Daylight Savings Time

    IST hours - 9.30 AM IST onwards depending on Daylight Savings Time


Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com .

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .

Salesforce welcomes all.

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