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Senior Technical Support Engineer
hace 3 semanas
**Job Category **:Customer Success Group
**Job Details**:
We are seeking an exceptionally talented contributor with a passion for researching complex technologies and a track record of high customer satisfaction to help the team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.
As a Senior Technical Support Engineer, you’ll find yourself researching new technologies every day including Web Services, HTTP, RPA Maven, and many types of Enterprise Software and Software-as-a-Service. This role will give you an opportunity to build expertise in numerous bleeding-edge technologies and to fast-track your career towards customer facing technical roles, and your successes will have impact across the company.
**What you’ll achieve**:
**3 months**:
- Hit the ground running, get to know the MuleSoft products, the support process and tools
- Become familiar with the different cross-functional teams working with our prospects and customers and become a MuleSoft Certified Developer
**6 months**:
- Expand your MuleSoft products knowledge while addressing customer inquiries and issues
- Capable in handling inquiries and problems of all MuleSoft products, delivering outstanding service for MuleSoft customers, and completing your on-ramp process
**Role Responsibilities**:
- Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing meaningful feedback on a regular basis
- Assist with troubleshooting issues related to the MuleSoft products
- Liaise and work closely with the internal teams on escalated technical issues
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
**Role Requirements:
- 5+ years of prior experience in Technical Support
- Excellent written and verbal communication skills
- Proven analysis, troubleshooting and problem solving skills
- Ability to effectively prioritize and escalate customer issues
- Operate 24x7 which can involve working during one of the below shifts (not limited to
- shift timing can change)
- Work hours can change depending on Business requirements
- Experience in software development and concepts, including debugging specifically with for technical solutions development for enterprise software or hosted high-tech services using JEE and/or JSE framework
- Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
- Working knowledge of Authentication and Authorisation technologies (e.g. OAuth)
- Experience with databases (e.g. Mongo, MySQL, Oracle)
- Good understanding of operating systems such as Linux/Unix and Microsoft Windows and network devices such as firewalls and proxy servers
- Ability to work with cloud-based systems such as AWS
- Ability to use Web base products at high level/advanced user
**Preferred Requirements**:
- Experience with the Salesforce Platform
**Accommodations**:
**Posting Statement**:
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
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