Description
At Salesforce, reliability & trust is our #1 priority. Our customers demand a high quality, responsive and predictable application. As an engineer joining the Customer Centric Engineering team, you will get an opportunity to work on a broad set of challenging customer-related issues which will require a wide range of technologies and troubleshooting of the Salesforce Data Cloud product. As a Customer Centric Engineer you will investigate, reproduce, diagnose and propose fixes for 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.
Responsibilities
Using your Java, JavaScript, Database, Web API and UI skills to solve critical customer escalations
Figuring out ways to find “the bug” utilizing top-notch troubleshooting techniques and all the tools and systems available within the development organization, and digging deep into code
Identifying root causes, proposing test cases and proposing code changes to fix the problem.
Providing timely information to customer facing teams to improve overall customer satisfaction
Mentoring internal support teams on technical issues and best practices
Building relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert
Championing Supportability and Debug ability initiatives throughout development and developing new debugging tools while working closely with product teams
Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)
Provide input into long-range platform requirements and operational guidelines, with a focus on automation and continuous improvement of Platform Service Composability and availability.
Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that.
Deliver presentations highlighting metrics, trends and success stories to engineering teams
Foundational Requirements
BA/BS in Computer Science or a related Engineering degree is highly preferred or equivalent work experience with demonstrated proficiency
At least 6 to 8 years of experience in software development environment
Developer-level technical skills along with a strong desire to interact with customers, support teams and management on high-profile issues critical to the long-term success of the company
Unparalleled debugging, troubleshooting and problem-solving skills
Learn quickly and be productive in a highly collaborative, lightning-fast environment
Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge and comfort interacting with all levels of management
Ability to take complex problems and break them down into smaller tasks
In-depth, hands-on experience with Linux, networking, server, and cloud architectures.
A strong background in open source technology.
Deep understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, SQL, HTTP.
Knowledge about cloud security and best practices.
Willing to learn new technologies
Tech Requirements
Must have a background in an Object Oriented Development Language - Java
Very good understanding of RDBMS.
Experience with a known IDE: Eclipse or IntelliJ or VSCode
Good understanding of log parsing / analysis in Splunk and creating reports/dashboards.
Experience working with AWS
Experience utilizing the following JavaScript frameworks/libraries: RequireJS / Grunt / Node / jQuery / jQuery UI / Bootstrap / Backbone / Handlebars / Mustache
Understanding of W3C standards and experience in addressing cross-browser and platform compatibility issues.
Utilization and troubleshooting of SOAP & REST based APIs
Salesforce knowledge preferred
