Developer Support Engineer

Location(s):
Toronto, Canada
San Francisco, CA - HQ
San Mateo, CA
 
Description: As a Salesforce Developer Support Engineer, you will use your support and development background to enable customer success on all of the force.com Platform as a Service technologies. You will provide feature explanation, best practice guidance, code-level troubleshooting, and sample code development assistance to Salesforce Premier customers. You will also help build our knowledge base for the benefit of both your teammates and customers.

Responsibilities:
  • Provide responsive and valuable customer support for all of the force.com (Platform as a Service) components including: Apex Code, VisualForce, and Web Services API.
  • Provide prompt and complete resolution to customer questions and problems on the force.com platform.
  • Develop expert-level knowledge of the Salesforce application and force.com components.
  • Provide timely status reporting both to customers and management.
  • Share knowledge with team members to enhance the quality and efficiency of customer support
  • Establish strong relationships with Premier Support, Sales, Professional Services, CSM and other internal resources as appropriate.


Required Skills/Experience:
  • BA/BS Degree (or equivalent) in a related discipline
  • 1-3 years of prior experience in Customer Support
  • Excellent written and verbal communication skills
  • Analysis, troubleshooting, and problem solving expertise
  • Ability to effectively prioritize and escalate customer issues
  • Ability to multi-task and perform effectively under pressure
  • Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
  • Understanding of database concepts and data management (RDBMS) and SQL
  • Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.
  • Read, develop, and debug HTML and CSS
  • Familiarity with XML (SOAP/Web Services)
  • Experience using network troubleshooting tools such as ping, traceroute and nslookup
  • Understanding of SSL configuration and troubleshooting


Desired Skills:
  • Fluency in non-English languages
  • Familiarity with Eclipse IDE and ANT


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