Salesforce

Developer Support Engineer (Vlocity)

Salesforce

September 15, 2021


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Job Category
Customer Success Group
Job Details
Built natively on the Salesforce platform, Vlocity is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and government organisations. Having been recently acquired Vlocity is now a Salesforce Company.
As a Developer Support Engineer you will have the opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will always keep you engaged and motivated at work. Learning opportunities are limitless. The support engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals.
ROLE:
We are looking for a Developer Support Engineer for the Vlocity product suite to join our Global Product Support team
This is a perfect position for someone who is solution oriented, technical, has love for problem solving and a passion for providing product support to customers and partners
As the subject matter is highly technical and sophisticated in nature, this position requires an individual with programming background, technical prowess and impressive customer-facing skills. Ideal candidates should be able to read, understand, troubleshoot and suggest fixes to Vlocity managed package code
The Developer Support Engineer will investigate and help resolve complex issues with Vlocity products, engaging with Engineering and develop customer solutions/workarounds where needed.
RESPONSIBILITIES:
Take ownership of customers of customer cases and work directly with customers, in collaboration with Support peers and Engineering to troubleshoot and solve complex issues
Assist customers and partners in troubleshooting their custom code, integrations and implementation of Vlocity products. This involves debugging, troubleshooting, and ensuring issues are fully resolved
Developing and maintaining technical expertise in assigned areas of product functionality
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
Providing feature explanation and implementation best practices for Vlocity products
Developing and Providing a customisation workaround wherever appropriate
Handle escalated issues effectively and conflicting/competing priorities
Become broadly versed in additional Vlocity products
Create and maintain support documentation including knowledge articles for the Digital Platform Swarm team
Understand and Adhere to existing support processes to protect predefined SLA
EXPERIENCE/SKILLS REQUIRED:
Bachelor’s degree in Computer Science or a relevant experience
A minimum of 2 years of proven success in enterprise application support and customer service
Salesforce Domain knowledge including Visualforce and Apex code experience
Prior hands-on development experience; ability to read, write and debug code
Problem Solver with technical aptitude and troubleshooting skills
Experience supporting and troubleshooting one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com , SAP, Siebel or similar)
Integration knowledge with Salesforce.com components including but not limited to API’s, APEX Web Services, Apex Callouts, outbound messaging, SSO, and data loaders
Understanding of the configuration of SFDC and portals including but not limited to developing custom objects, work-flow business rules, and validation rules
Experience with, and knowledge of, relational databases used at enterprise scale
Must know how to run and understand SQL queries in a relational database system
Strong communication and presentation skills
Excellent verbal and written skills
EXPERIENCE/SKILLS DESIRED:
Salesforce.com Certified Administrator (ADM201 Certified)
Salesforce.com Certified Advanced Administrator (ADM211 Certified)
Salesforce.com Certified Developer (DEV401 Certified)
Salesforce Platform App Builder
Demonstrated ability to juggle and prioritise high-volume workload, handling details accurately
Knowledge of modern browser and Internet technologies: HTML/JS/Angular, CSS, JSON, Web Components, JavaScript libraries, firewalls, web servers, web proxy servers and more
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