Full-Time

Senior Manager

Technical Support Engineering

Confirmed live in the last 24 hours

Salesforce

Salesforce

10,001+ employees

Cloud-based Customer Relationship Management solutions

Consulting
Enterprise Software

Senior

Company Historically Provides H1B Sponsorship

Remote in USA

Telecommuting is an option. Some travel to Salesforce offices may be required.

Category
IT Support
IT & Security
Required Skills
JavaScript
SQL
RDBMS
HTML/CSS

You match the following Salesforce's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Master’s degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline, and five (5) years of experience in the job offered or in any occupation in related field, OR Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline, and seven (7) years of progressively responsible experience in the job offered or in any occupation in related field.
  • A related technical degree required (Computer Science, Engineering (any field)).
  • Special Skill Requirements: (1) Computer Telephony Integration; (2) Data Cleanse/De-depulication; (3) Data Replication; (4) Transactional data to and from Salesforce objects; (5) Database concepts and data management (RDBMS); (6) SQL; (7) Object-oriented design and core programming concepts; (8) XML; (9) SOAP; (10) JavaScript; (11) AJAX; (12) HTML; (13) DHTML; (14) CSS; and (15) Cross-browser development.
Responsibilities
  • Perform end-to-end customer service.
  • Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Mission Critical Support (MCS).
  • Attend, prepare, and deliver quarterly business reviews with strategic customer stakeholders for assigned accounts complete with KPIs and 90-day plans.
  • Drive conversations with customers’ Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management, and Application Governance.
  • Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
  • Understand and document how the customer uses Salesforce technology.
  • Prepare and present trending graphs and reports.
  • Leverage the MCS Technical team for deeper analysis.
  • Engage with customer’s account team to understand their technology road map.
  • Provide recommendations and best practices to minimize potential service disruptions.
  • Advocate MCS customer’s priorities internally within Salesforce.
  • Liaise and work closely with the Salesforce Risk and Development and Infrastructure teams on escalated technical issues and product roadmap changes and new features.
  • Envision and source new monitoring and reporting tools.
  • Create and improve existing processes and procedures.
  • Develop and provide additional 'white glove' support practices associated to incident prediction and prevention capabilities.
  • Serve as a Subject Matter Expert exhibiting the highest level of expertise in providing Salesforce Support.
  • Review, improve, and approve technical work, guide, mentor, and teach other engineers.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.

Salesforce provides cloud-based software solutions focused on Customer Relationship Management (CRM). Its main product, Customer 360, includes a variety of applications that help businesses manage their interactions with customers across marketing, sales, service, commerce, and IT operations. These tools allow companies to personalize customer experiences and ensure smooth interactions throughout the customer journey. Unlike many competitors, Salesforce offers a subscription-based model, which means clients pay a recurring fee to access its services without needing to invest in expensive hardware. This model supports continuous updates and improvements to their offerings. Salesforce aims to deliver customized solutions that cater to the unique needs of different industries, helping businesses enhance customer satisfaction and drive growth.

Company Stage

IPO

Total Funding

$62.7M

Headquarters

San Francisco, California

Founded

1999

Growth & Insights
Headcount

6 month growth

1%

1 year growth

5%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Salesforce's AI integration enhances customer service capabilities, boosting CRM effectiveness.
  • Recognition as a Leader in IDC MarketScapes strengthens Salesforce's position in B2B and B2C markets.
  • Unique AI strategies position Salesforce distinctively in the retail AI market.

What critics are saying

  • Increased competition from Microsoft may impact Salesforce's market share.
  • Declining consumer trust in AI could affect Salesforce's AI-driven initiatives.
  • Diverging AI strategies may lead to client confusion or dissatisfaction.

What makes Salesforce unique

  • Salesforce's Customer 360 offers a comprehensive suite of CRM applications.
  • The company provides tailored solutions for various industries, enhancing customer relationships.
  • Salesforce's subscription model ensures continuous innovation and steady revenue streams.

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Benefits

Health Insurance

Life Insurance

401(k) Retirement Plan

Remote Work Options

Flexible Work Hours

Parental Leave

Wellness Program