Sr. Product Support Engineer

 •  Salesforce Burlington, MA

5 - 7 years experience  •  Diversified Industrial

Salary depends on experience
Posted on 07/28/17
Burlington, MA
5 - 7 years experience
Diversified Industrial
Salary depends on experience
Posted on 07/28/17

You will be responsible for:

  • Providing coding support to users of the Commerce Cloud platform. Supporting and contributing to the growth of best practices for delivery of Commerce Cloud support services.
  • Understanding Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical Commerce Cloud product, or customizations issues.
  • Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision.
  • Contributing to the definition and evolution of Commerce Cloud methodologies, standards and best practices for support and product delivery.
  • Identifying customer needs and cultivate a relationship with the customer to generate more business for Commerce Cloud.
  • Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

Qualifications:

  • Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
  • About 4 or more years programming experience in one or more of the following languages: Java, JavaScript, Python
  • Strong troubleshooting & root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services.
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Previous experience in software development or software consulting and support is preferable
  • 4 years providing customer facing technical support (Web based products or e-commerce preferred)
  • Must be proficient with analyzing log files and standard debugging concept.
  • Experience providing web development support is highly desirable.
  • Must have experience working in a development IDE's such as Eclipse.
  • Familiarity with tools & practices of the trade such as case management, knowledgebase, defect & escalation management.
  • Experience providing API support
  • Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
  • Experience providing SaaS support is desirable.
  • Excellent communication skills (verbal and written).
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