Salesforce.com, Inc Support Engineer, Salesforce.org in San Francisco, California
Everyone who wants to change the world should have the tools and technology to do so. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits and educators so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We’re here to help; visit us at Salesforce.org.
Job CategorySalesforce.org - Customer Success Group
Everyone who wants to change the world should have the tools and technology to do so. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits and education institutions so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good.Developer Support Engineer Experience/Skills Required:
BA/BS degree in a technical field preferred with a strong academic record.
2 to 8 years engineering / programming work experience.
Visualforce and Apex code experience
Ability to communicate technical concepts clearly and effectively.
Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
Some APIs also require strong AJAX web application development experience and knowledge of browser compatibility issues.
Excellent written and verbal communication skills
Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Understanding of database concepts and data management (RDBMS) and SQL
Salesforce.com CRM and its technologies.
Salesforce.com Certified Administrator (ADM201 Certified)
Salesforce.com Certified Advanced Administrator (ADM211 Certified)
Salesforce.com Certified Developer (DEV401 Certified)
Experience as a committer in an Open Source project is a plus.
Experience or Familiarity with SF.org Products - NPSP, HEDA, SAL
Experience working with NGO or Higher Education customers or partners
Detailed Role & Responsibilities:
Work during AMER hours (Eastern Standard Time 8:30 AM/9:30 AM - 5.30 PM/6.30 PM onwards depending on Day Light Savings Time), work hours can change depending on Business requirements
Assist third-party developers to troubleshoot their integration with APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
Write sample code, client libraries, and contribute to Open Source projects.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer and Power of Us Community
Resolve customer service issues and skillfully manage complex customer service problems.
Manage customers' expectations and experience in a way that results in high customer satisfaction.
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
Assist with the design and delivery of product and other technical training.
Review support cases for technical and troubleshooting accuracy.
Define and describe technical best practices.
Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
Complete assigned project responsibilities.
Meet the monthly goals on KPIs such as CSAT, Productivity.
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.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!