Technical Support Engineer

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 SuccessJob DetailsAbout SalesforceWere 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 - youve 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 TimeIST hours - 9 30 AM IST onwards depending on Daylight Savings TimeAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Posting StatementAt 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 and explore our company benefits at 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 does not accept unsolicited headhunter and agency resumes will not pay any third-party agency or company that does not have a signed agreement with xef xbb xbfSalesforce welcomes all