Release Engineer

The Skill Set

• Leverage Salesforce Administration Expertise Daily: Utilize your deep knowledge of Salesforce administration to enhance daily operations and contribute to team efforts.
• Customer Collaboration: Engage directly with external customers to understand, replicate, diagnose, and resolve technical or configuration issues throughout the upgrade process.
• Content Creation: Develop instructional videos and comprehensive documentation that guide customers toward a successful upgrade experience.
• Responsive Communication: Efficiently manage customer inquiries through virtual meetings, email correspondence, and case logs, ensuring timely and precise responses.
• Effective Communication Skills: Communicate clearly and listen attentively during virtual meetings and in all written communications, ensuring understanding and effective dialogue.
• Detailed Documentation: Consistently record discussions and solutions in a clear and concise manner to ensure accuracy and clarity for future reference.
• Professional Composure: Maintain calm and composed interactions, swiftly and effectively responding to customer needs, even in high-pressure situations.
• Simplify Complex Concepts: Explain complex technical concepts in a straightforward and relatable manner that aligns with customers’ business needs.
• Collaborative Teamwork: Work independently as well as collaboratively with other release engineering staff, quality assurance, engineering, sales, marketing, operations, and administrative teams to resolve issues related to upgrade configurations.
• Flexible Scheduling: Be willing to work flexible schedules, including evenings, weekends, or holidays, to meet project demands and customer needs.
• Community Engagement and Knowledge Sharing: Develop and review content for the community and knowledge base, helping to foster an informed and engaged user base.

Within 60 Days, You’ll

• Develop Sitetracker Expertise: Gain proficiency in the Sitetracker product and achieve Sitetracker Certification to enhance your technical capabilities.
• Optimize Customer Support Tools: Create and refine project templates, reports, and dashboards to effectively troubleshoot issues and guide customers through complex processes.
• Expand Salesforce Skills: Enhance your understanding of Salesforce by completing Trailhead training modules and continuously building upon your existing knowledge.
• Adhere to Upgrade Protocols: Follow the established Upgrades playbook and process meticulously to ensure that all procedures are correctly implemented.
• Enhance Knowledge Base: Actively learn and document common customer upgrade requests to augment our Upgrade team’s knowledge base and improve service efficiency.
• Innovate and Improve Processes: Work with Upgrade automation tools to identify and implement areas of improvement, enhancing operational effectiveness.
• Collaborative Problem Solving: Collaborate with software engineering, hosting services, and peers to address complex configuration and technical code issues during the upgrade process, ensuring constant communication and updates with the customer.
• Maintain Active Customer Communication: Serve as a continuous line of communication to customers, providing timely updates and follow-ups on all upgrade requests to ensure clarity and satisfaction.
• Effective Triage and Coordination: Understand key support role concepts to effectively triage requests and coordinate with the appropriate internal teams for rapid resolution.

Within 180 Days, You’ll

• Customer and Peer Training: Train customers and peers on utilizing and configuring features within the Sitetracker product, enhancing their understanding and efficiency.
• Advanced Configuration and Troubleshooting: Utilize Salesforce and Sitetracker capabilities to configure, troubleshoot, and develop workarounds for issues that arise during customer upgrades.
• Process Improvement: Actively contribute enhancements to our growing playbook and processes, aiming to continuously improve the customer experience.
• Knowledge Leadership: Serve as a key source of knowledge and guidance for team members, offering support related to upgrades and ensuring best practices are shared and implemented.
• Innovative Contributions: Provide the product team with upgrade enhancement ideas, helping to refine and improve the core functionalities of our products to enable faster and more efficient upgrades.
• Guidance on Best Practices: Understand critical customer functions and provide expert guidance on best practices to ensure optimal use of our platform and customer satisfaction.

Within 365 Days, You’ll

• Collaborative Training: Work alongside new analysts, developers, and admins to impart training on best practices, ensuring a high standard of professional development and expertise.
• Knowledge Development: Enhance the Sitetracker Knowledge Base by creating and sharing best practices, tips, and training scripts/documentation to guide customers in the proper administration of their environments.
• Decision-Making Autonomy: Exercise autonomy in making critical decisions that influence upgrade enablement and overall project success.
• Standardize Release Practices: Collaborate with other Release Engineers to develop and enforce best practices that ensure a consistent and reliable release experience for customers.
• Lead Educational Initiatives: Conduct internal training sessions on the latest features introduced in the Salesforce and Sitetracker platforms, keeping the team up-to-date and proficient.
• Professional Growth: Engage with various teams to continuously enhance your skills and grow within the Salesforce and Sitetracker ecosystems, ensuring you remain at the forefront of technological advancements.
• Analytical Problem Solving: Identify recurring symptoms, patterns, and effective solutions to address and preempt future customer upgrade challenges.