The Experience

We're growing our Government Cloud customer engineering team within Engineering and Operations. As a Platform Technical Support Engineer, you'll own Mission Critical Support cases across all severities, partnering closely with Worldwide Support, R&D, and Support Operations. This role may require shift work outside normal business hours to support our global customers.

What You'll Actually Be Doing

• Manage assigned support cases end-to-end, establishing yourself as a trusted Salesforce platform and application expert.
• Troubleshoot technical issues spanning web tiers, databases, integrations, and Salesforce-specific technologies.
• Partner across Worldwide Support, R&D, and Support Operations to resolve complex, high-severity cases.
• Provide support coverage on a shift basis to meet global customer needs.

You're Our Person If...

• You have 3+ years of experience in a technical support or services role.
• You're comfortable interacting with all levels of customer and company management, and can multi-task effectively under pressure.
• You understand internet technologies (firewalls, web servers, proxy servers) and have familiarity with relational databases, SQL, object-oriented design, XML, and SOAP web services.
• You hold an active TS/SCI clearance with Polygraph. (Confirm with your Recruiter/Legal whether this should instead use the standard auto-populated Federal Background Investigation language.)

Even Better If...

• You have front-end (JavaScript, HTML, CSS, cross-browser development) and back-end (Java, .NET, SQL) development experience.
• You've worked in large-scale, multi-tenant production environments.
• You have API programming, software development, or Apex/Visualforce experience.
• You have Salesforce CRM domain knowledge, a relevant Salesforce certification, or prior SaaS support experience.