Lead Support Engineer

Summary

Join Hitachi Digital, a leading digital transformation company, and lead the end-to-end customer experience. Coordinate and resolve critical technical issues, ensuring timely problem-solving. Research, document, and prioritize customer issues, utilizing internal tools and escalation teams. Raise issues to Product Engineering as needed and maintain technical expertise in assigned product areas. Provide peer mentorship and create knowledge base materials for operational efficiency. Deliver advanced technical support while ensuring customer satisfaction. Design, develop, test, and implement customized Salesforce solutions using Apex, Visualforce, and Lightning components. Investigate and resolve complex technical issues, debug production code, and provide technical explanations to users. Manage support tickets and ensure timely resolution. Experience with high-scale distributed systems is a plus.

Requirements

• 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 force.com data model
• Understanding of PSA processes, including resource management, project tracking, and time entry
• Proven track record of solving complex technical issues and leading cross-functional teams

Responsibilities

• 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

Preferred Qualifications

Experience with integrations, Apex, Visualforce, and Lightning components is a plus

Benefits

• We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing
• We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent)