Location: Remote
Job Description
About You
We are seeking a highly motivated, passionate and tech savvy Implementation Specialist and Support Engineer that will be supporting our customers with technical issues, training and integration with a mission to make those customers successful using the Flosum suite of products. Reporting to the VP of Customer Success Technology, your main focus will be implementing and supporting our Data Migrator solution that allows for scripted data migrations between Salesforce organizations. You will play a crucial role in ensuring our Data Migrator customers can operate trouble free. Your secondary focus will be as a Tier 1 or 2 support engineer and must have the potential to troubleshoot, solve and report technical issues to bring value to our customers.
What it Takes
As a Implementation Specialist and Support Engineer at Flosum you will be accountable for:
● Implementing all new Data Migrator Customers
● Training, supporting and troubleshooting any Data Migrator issues
● Identifying and addressing any adoption issues where Data Migrator is not being fully leveraged by a customer
● Managing the Technical Support queue and taking ownership of support cases
● Troubleshooting technical issues with our customers via email, Zoom/Teams/Google Meetings, and other communication channels
● Providing detail steps to replicate issues for our engineering team
● Providing a root cause analysis to customers
● Documenting case notes and providing timely public facing responses via case comments
● Providing product training and delivering training materials specific to your customers
● Provide technical guidance to development teams, ensuring adherence to DevOps, data migration and data backup best practices.
● Encouraging adoption of new features and enhancements
● Provide hands-on assistance with any custom developments, customizations or integration with Flosum products
● Managing Escalation and Touchpoints through customer journey
● Writing new or updating existing technical documentation
● Gather product feedback and recommendations from customers; provide prioritized list to the development team
● This role will require on-call availability during some nights and weekends, depending on customer needs and release schedule. You will mostly be working US-based hours.
Ideal candidate will have:
● 5 years of experience in a customer-facing role, interfacing with stakeholders, supporting customer technical implementations
● Strong Salesforce Background – Admin skills required, Salesforce certifications and Salesforce development skills preferred
● Proven experience migrating large sets of data to or from Salesforce using data loader, workbench or any other Salesforce specific data migration tool
● Strong knowledge of Salesforce Metadata and Object Structure
● Experience working across success, support, development and customer IT teams to resolve issues
● Proven experience as a DevOps Engineer, or a similar role, with a track record of successfully implementing DevOps practices with Salesforce
● Ability to troubleshoot complex issues with Salesforce applications and integrations
● Ability to document troubleshooting steps and root cause analysis
● Understanding of Salesforce development and ability to be troubleshoot code
● You understand the software development lifecycle because you have worked with a development team in a hands-on role
● Exceptional communication skills, and are committed to making our customers successful.
● You are highly organized, have a positive attitude, and are a natural problem solver.
● You enjoy multitasking and working cross-functionally in a collaborative environment.
Bonus Points For:
● Salesforce Architect Certifications
● Previous experience as a release manager and/or with managing DevOps solutions and technologies such as Docker, Kubernetes, Jenkins, Git, Ansible, or Terraform
● Experience with cloud platforms like AWS, Azure, or GCP
● A background in technical support or professional services