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Posted 9 months ago

Job Title: Success Agent (Tier 2) – Developer Support - Marketing Cloud

Location: Hyderabad

Success Agent (Tier 2) – Developer Support - Marketing Cloud

As a member of the Developer Technical Support team, you will leverage advanced technical expertise
to resolve complex platform related issues affecting Marketing Cloud customers. As a Dev expert, you
will enable customer success by helping partners overcome crippling technical challenges. You will
provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader
Technical Support team to assist Marketing Cloud partners during critical and time-sensitive situations.

Role Responsibilities:

 Provide support to our external customers and partners
 Take ownership of customer issues through to resolution - including troubleshooting, external
and internal communication and providing meaningful feedback to the customer on a regular
 Assist 3rd-party developers to troubleshoot their integration with Marketing Cloud APIS and
implementation of other Marketing Cloud and Salesforce developer products. This will involve
debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
 Provide feature explanation and coding best practices.
 Create knowledge base materials dedicated towards operational efficiency while also
empowering and enabling the developer community.
Role Requirements:
 Excellent written and verbal communication skills.
 Ability to communicate technical concepts clearly and effectively.
 Proven analysis, troubleshooting and problem solving skills.
 Analysis, troubleshooting, and problem-solving expertise.
 Ability to effectively prioritize and escalate customer issues.
 Bachelor's degree in computer science or equivalent experience
 Strong background and solid understanding of object-oriented concepts and languages.
 2+ years building web-based applications with a solid understanding of HTML, CSS, JavaScript,
and at least one programming language, such as Java, .NET, or PHP.
 2+ years writing and debugging SQL
 1+ year writing and debugging Javascript
 Understanding of REST and SOAP web-based services, with a working knowledge of WSDL
interpretation, generation, and consumption.
 Knowledge of browser compatibility issues.
 Solid understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
 Understanding of database concepts and data management (RDBMS) and SQL.
Preferred Requirements:
 1+ year working with Marketing Cloud or other SaaS products.
 Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
 Previous experience in Marketing or a knowledge of Marketing processes and terminologies
 Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Marketing Cloud
Consultant certified.

 Completed Salesforce Trailhead Badges
Salesforce, the Customer Success Platform and worlds #1 CRM, empowers companies to connect with
their customers in a whole new way. The company was founded on three disruptive ideas—a new
technology model in cloud computing, a pay-as- you-go business model and a new integrated corporate
philanthropy model. These founding principles have taken our company to great heights, including being
named one of Forbes World’s Most Innovative Company five years in a row and one of Fortune 100 Best
Companies to Work For eight years in a row. We are the fastest growing of the top 10 enterprise
software companies, and this level of growth equals incredible opportunities to grow a career at
Salesforce. Together, with our whole Ohana (Hawaiian for family) made up of our employees,
customers, partners and communities, we are working to improve the state of the world.

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