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Job Details

Responsibilities:

• Diagnose and resolve complex technical issues related to the company's software products
• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
• Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues.
• Understanding how Signature Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
• Advocate Signature Support customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
• Participation in Customer Success/Support Organization projects, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.
• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Technical Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
• Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all technical support activities.

Required Skills/Experience:

• Working knowledge of Informatica Cloud, PowerCenter, PowerExchange, other ETL tools, SaaS platforms, and/or data management tools.
• Bachelor's degree in computer science or equivalent experience.
• 5+ years of Technical Support experience or a Master's degree in Computer science(or a related field) with 3+ years of experience.
• Demonstrated analysis, problem solving and skills troubleshooting expertise.
• Ability to effectively prioritize and escalate customer issues as required.
• Comfortable interacting with all levels of customer and internal teams.
• Ability to multi-task and perform effectively under pressure.
• Experience with on-premises and cloud databases such as Oracle, SQL Server, PostgreSQL, Snowflake, Databricks, and ADLS.
• Technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
• Knowledge of concepts such as Change Data Capture (CDC), Slowly Changing Dimensions (SCD) types, and database logging.
• Experience working with various operating systems including Linux, Windows, AIX, and Mainframes.
• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data.
• Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $118,900 - $178,300 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $178,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.