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Job Description
Salesforce seeks Technical Support Engineers to drive customer success with Mule Soft products, providing hands-on troubleshooting, feature explanation, and standard methodology guidance to the broader Technical Support team.
Key Responsibilities:
- Take ownership of customer issues through to resolution, including troubleshooting, internal communication, and providing meaningful feedback.
- Liaise and work closely with 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.
Requirements:
- Excellent written and verbal communication skills.
- Proven analysis, troubleshooting, and problem-solving skills.
- Ability to effectively prioritize and escalate customer issues.
- Fluency in Spanish 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.
Preferred Requirements:
- 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.
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.