About the role
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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of 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.
Our Technical Support Engineers are key players in ensuring customer loyalty through deep technical mastery of MDM, MDM SaaS, and P360. Mirroring our commitment to technical expertise, this role involves a high degree of technical analysis and root-cause engineering. You will collaborate with Product Management and Solutions Delivery to discover and deploy fixes that drive customer satisfaction and ensure our products meet the highest standards of reliability and performance
YOUR IMPACT: Responsibilities
Manage complex customer support cases daily, including verifying cases, isolating and diagnosing the problem, and resolving the issue
Reproduce product behaviors to determine the problem root-cause(s), issue work-around and solutions
Provides feedback on the area of specialization to R&D.
Participate in technical forums
Manage communications with customers, at all levels, to maintain positive relationships.
Experienced user of information and GenAI tools and training to provide consistent, high levels of customer satisfaction.
Coordinate with Quality Assurance and Engineering teams to help in identifying, reporting and resolving product defects
Participates in problem escalation and call prevention projects to help customers and other technical support staff increase efficiency.
Contributes to online knowledge base of known issues/solutions.
Participate in production incidents and customer's escalations calls
Act as a single point of contact (SPOC) for critical customers and help them with project journey
May contribute to the team recruitment process by serving on interview panels.
MINIMUM QUALIFICATIONS
B.E, BTech, MCA degree or equivalent technical experience
5-12 years of industry experience in supporting mission critical lead components
Experience with Informatica MDM, MDM SaaS, ActiveVOS, P360.
Exposure to Any application servers like WebLogic, Jboss, WebSphere.
Experience in JAVA, Oracle, MSSQL Server and/or DB2
Exposure to Unix/Linux
Must be detailed oriented with excellent communication and customer service skills
Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner
Excellent written & verbal communication skills
Strong problem-solving skills, ability to think about complex problems and come up with creative solutions
Skilled in building strong customer relationships and effectively resolving issues through excellent communication.
Leverages business acumen and subject matter expertise
PREFERRED QUALIFICATIONS
Exposure to IICS components like Cloud Data Integration (CDI), Cloud Application Integration (CAI), Data Quality, and Master Data Management (MDM) is preferred
Exposure to NoSQL Databases and Kibana
Exposure to cloud computing platforms like Azure, AWS etc.
Attributes
Leader, who can communicate the value of Cloud features
Results-driven, tenacious, drive to succeed in a fast-paced environment
Ability to learn quickly and adapt to change
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.