Support Engineer Tier 1
Customer Success
Location: Remote India
Job Description
About You
We are seeking a highly motivated, passionate and tech savvy Tier 1 Salesforce 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 you will play a crucial role in ensuring our customers can operate Flosum products trouble free and be a point of escalation in our support process as a tier two level of support. A Tier 1 support engineer must have the potential to troubleshoot, solve and report technical issues to bring value to our customers.
What it Takes
As a Support Engineer at Flosum you will be accountable for:
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
Assisting customers with setting up and maintaining integrations
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 a work schedule during US hours and will require on-call times during some nights and weekends, depending on customer needs and release schedule
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
- 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
- Ability to troubleshoot complex issues with Salesforce applications and integrations
- Ability to document troubleshooting steps and root cause analysis
- Does not need to be a developer but needs some understanding of code to be able to troubleshoot
- 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 Jekins, Git, Docker, Kubernetes,, Ansible, or Terraform
- Experience with cloud platforms like AWS, Azure, or GCP
- A background in technical support or professional services