Lead Support Engineer

Our Company 

Were Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. Were crucial to the companys strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.

Imagine the sheer breadth of talent it takes to unleash a digital future. We dont expect you to fit every requirement your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

The role: 
- Lead the complete end-to-end customer experience. Coordinate and run the resolution of critical technical issues, ensuring timely and complete problem solving to technical challenges and business issues.
- Demonstrate the ability to research, document, and prioritize customer issues, using internal tools and escalation teams as vital, as well as prioritizing and managing time effectively in a fast-paced environment.
- Raise issues to Product Engineering, when required. Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers.
- Provide peer mentorship to team members through a Swarming framework. Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
- Provide advanced technical support while ensuring that customer satisfaction is achieved
- Experiencing designing and implementing high-scale distributed systems
- Responsible for designing, developing, testing, and implementing customized solutions on the Salesforce platform by utilizing Apex coding, Visualforce, and Lightning components to meet specific business needs.
- Investigating and resolving complex technical issues reported by users.
- Debugging production code to identify root causes of bugs and system errors.
- Providing detailed technical explanations to users with varying levels of technical expertise.
- Managing support tickets and ensuring timely resolution.

What youll bring: 
- 2+ years of experience working with Salesforce and PSA systems (Certinia/FinancialForce experience preferred).
- Salesforce Administrator certification required; Salesforce developer and Salesforce App Builder is preferred.
- Strong understanding of data model
- Understanding of PSA processes, including resource management, project tracking, and time entry.
- Experience with integrations, Apex, Visualforce, and Lightning components is a plus.
- Proven track record of solving complex technical issues and leading cross-functional teams.

About us 

Were a global, 1000-strong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. Were curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here youre not just another employee; youre part of a tradition of excellence and a community working towards creating a digital future.

Championing diversity, equity, and inclusion 

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you 

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. Were also champions of life balance and offer flexible arrangements that work for you (role and location dependent). Were always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, youll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

Were proud to say were an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.