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Posted 9 months ago


Success Agent, Developer Support Tier 2, Commerce Cloud

Salesforce Commerce Cloud is a leading provider of software-as-a-service (SaaS) ecommerce solutions that enable companies to easily design, implement and manage their own customized ecommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated Commerce Cloud platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic.


Salesforce Commerce Cloud is seeking a Developer Support Tier 2 Engineer to join the Salesforce Commerce Cloud Support Team. This position is for someone who is highly motivated, self- directed, and has a desire to work on a cloud based eCommerce platform. A successful candidate must be able to help customers and partners overcome crippling technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team. The individual we are seeking must be able to take big-picture holistic views of difficult situations, make tough decisions under pressure, and act in a spirit of sincere collaboration internally and externally.


Responsibilities:

  • Directly responsible for owning and solving our most complex customer issues.

  • Provides technical leadership to the support team, customers, partners and Salesforce employees.

  • Provide support for partner led projects and to internal Salesforce initiatives

  • Assists and mentors other new team members, as well as clients and partners on the use of Salesforce development tools and best practices

  • Improve the quality and efficiency of the solutions we deliver to our customers as a means to improve our business margins

  • Assesses, evaluates and establishes development standards and best practices in accordance with the needs and aspirations of the Salesforce community

  • Performs quality assurance in the form of design, coding and architecture reviews on the solutions delivery of others (customers, partners, internal teams).

  • Serves as Salesforce’s technical representative and thought leader to the external technical community and internally for technical issue

Minimum Requirements:

  • Recognized as an industry expert or has previous experience in a similar role.

  • College degree or equivalent years of experience.

  • 2+ years providing customer facing (level-2 or higher) product/technical support (Web based products or eCommerce preferred)

  • 2+ years experience with Web service technologies and standards (protocols, security, etc)

  • 2+ years experience with Web technologies such as HTML, XML, CSS, JavaScript

  • Extensive Experience in Application Servers (Tomcat, etc.)

  • Expert level experience in developing dynamic web applications

  • Expert level experience working with Eclipse IDE or similar frameworks.

  • Experience providing API support

  • Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.

  • Extensive experience working with distributed, component-based architectures.

  • Extensive experience and knowledge of engineering tools such as bug tracking and source code control systems

  • Must be proficient with analyzing log files and standard debugging concept

  • Experience providing SaaS support is desirable.

  • Strong verbal and written communication skills

*LI-Y

Posting Statement

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.