Posted almost 5 years ago

MuleSoft maintains an extremely high level of satisfaction across our customer base. We also take great pride in our operational efficiency, and the effectiveness of the self-service tools and documentation we provide our customers. To continue providing this level of service and support during our fast growth, we are looking for a very talented contributor with passion for researching complex technologies maintaining high customer satisfaction, to help our customers be successful with Mulesoft products.

You will help both customers and community users to be successful in the usage of MuleSoft’s products, by performing the initial analysis of the user’s requests and solving them via troubleshooting and research in our Knowledge sources.

You will address customer inquiries as support cases and community questions, and continue to enhance our knowledge-base to help our customers find answers via self-service.

This is the stepping stone in an ever challenging career as a Support Engineer.

To be successful in this position you will need to become an expert on troubleshooting Application and Management platforms. You’d also need to master communication with the customers.

Goals for your first three months:

30 days:

• You will start your journey getting trained in our Management and development products, the support process and tools

• Actively participate in forums

• Initial analysis of simple support cases with supervision

• Become a certified MuleSoft Developer

60 days:

• Perform the initial investigation for all kind of inquires with minimal supervision.

• Adding and enhancing Knowledge Base articles.

90 days:

• You will be a fully productive member of our Support team, capable of handling initial analysis of all product’s cases without supervision while delivering outstanding service for MuleSoft customers.

• Review support statistics, including Customer Satisfaction surveys. Based on the feedback improve the process and tools to make customers successful and improve our services.

The ideal candidate will have:

• Experience as an Application or Platform Support Engineer

• Strong troubleshooting and analytical skills

• Excellent Verbal and Writing English communication Skills

• Ability to quickly identify the nature of an issue, and to identify what it’s needed to solve it.

• Good understanding of Internet technologies and protocols such as HTTP and FTP

• Experience using and/or supporting REST APIs

• Understanding of JSON, XML and other data object representation languages.

• Experience using and troubleshooting development tools such as Eclipse IDE, mapping tools and testing frameworks

• You like to self-explore new technologies, and find yourself learning faster than others

• You possess the ability to explain technical issues to a variety of audiences, including enterprise clients and experienced software developers/architects

Below is a list of preferred technical requirements. Bear in mind that we always favor good personality, talent, energy, and a history of being a “top performer” as a professional or student over any specific skill set.

• Understanding of SOAP, REST and/or Web Services technologies

• Understanding of JSON and XML and Data Models

• Understanding of Eclipse or other development tools and testing frameworks

About MuleSoft, a Salesforce company

Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a great company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.