Salesforce Support Engineer

Summary

Join MongoDB's CRM Support team as a Salesforce Support Engineer! This remote role based in India (Bengaluru/Gurugram) focuses on enhancing our Salesforce platform, gathering requirements, designing solutions, and managing the product roadmap. You will handle user management, support tickets, training, and design solutions prioritizing user satisfaction. The ideal candidate possesses a strong understanding of the Salesforce platform and can identify improvement areas. Excellent communication skills are crucial for liaising with stakeholders and explaining technical information clearly. This position requires experience with Salesforce administration, configuration, development, and integration with other applications. You will also be responsible for resolving integration issues, creating knowledge base resources, and achieving monthly KPIs.

Requirements

• 5+ years of work experience in Engineering, Programming, or Technical Support and API integration
• Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
• Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
• Excellent written and verbal communication skills
• Problem Solver with technical capability and solving skills
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure

Responsibilities

• Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations
• Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management
• Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)
• Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security
• Experience integrating Salesforce with other applications (Xactly/Mulesoft/Boostup etc)
• Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations
• Experience with deployment, versioning, and DevOps tools preferably Gearset
• Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolved
• Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities
• Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully
• Handle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentment
• Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

Preferred Qualifications

• Salesforce Certifications
• Clear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)
• Experience working with scripting languages and Web Architecture Principles
• Prior hands-on development experience, ability to read, write and debug code
• Previous experience working in a SCRUM or agile environment is a plus

Benefits

• Employee affinity groups
• Fertility assistance
• A generous parental leave policy