Production Support Engineer (Customer Centric Engineering)

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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.

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.

Join a high impact global engineering team that delivers Customer Love by solving the toughest technical customer escalations fast and champions trust strategy throughout the company!

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions each day for 150,000+ companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a Customer Centric Engineer within R&D you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.

What you'll be doing:

• Using your Java, database, and web API and UI skills to solve critical customer technical escalations to R&D from our Technical Support organization
• Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code
• Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams
• Providing timely information to customer facing teams to improve overall customer satisfaction
• Mentoring Technical Support on technical issues and best practices
• Building relationships with other teams across Customer Services, R&D, and data center operations as a technical expert
• Championing Support and Debug initiatives throughout R&D

What we're looking for:

• Developer-level technical chops along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company
• Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits
• Unparalleled troubleshooting and problem-solving skills
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management

Required Skills:

• A related technical degree required
• 5+ years of proven production support experience
• Fluency in Java Required
• Familiarity with Oracle and/or other relational databases (Postgresql, MySQL etc)
• Familiarity with core web technologies: HTTP, JSON, REST, XML
• Experience using Linux environments, such as Ubuntu

Desired Skills:

• Experience with a known IDE: Eclipse or IntelliJ
• Previous Salesforce / Force.com development experience
• Front end development experience: Javascript, HTML5
• Experience with Oracle SQL developer
• Experience with mobile app development: iOS/Android Emulator
• Log parsing in Splunk
• HTTP traffic analysis: Fiddler or Charles

Benefits & Perks
Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

Salesforce Information
Check out our Salesforce Engineering Site.

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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.