Tier 3 Success Engineer - Commerce Cloud
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Customer Success Group
Salesforce Commerce Cloud is seeking a Success Engineer Principal (Tier 3) to join the Salesforce Commerce Cloud Support team. This position is for someone who is highly motivated, self
- directed, and has a desire to work on a cloud based eCommerce platform.
A successful candidate must be able to act with and instill confidence to our customers during their most challenging moments. The individual we are seeking must be able to take big-picture holistic views of difficult situations, make tough decisions under pressure, and act in a spirit of sincere collaboration internally and externally.
Salesforce Commerce Cloud is a leading provider of software-as-a-service (SaaS) eCommerce solutions that enable companies to easily design, implement and manage their own customized eCommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated Commerce Cloud platform to more easily launch and manage multiple eCommerce sites, initiate marketing campaigns more quickly, and improve eCommerce traffic.
Responsible for providing developer support to users of the Salesforce Commerce Cloud platform
Drive complex, high-profile, customer technical escalations
Master and become a technical SME for Commerce Cloud within the Support organization
Conduct thorough and complete triage of Comm defects before assignment to product scrum teams
Diagnose performance and scalability issues using code-debugging tools and various diagnostic/monitoring tools (Grafana, AppDynamics, Argus, Splunk, etc)
Supports and contributes to the growth of best practices for delivery of Salesforce Commerce Cloud support services
Understand Salesforce Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Salesforce Commerce Cloud product issues
Mentor, guide, and help grow a team of junior engineers, assist with process and product questions. Serve as product enablement team leader for various product features
Contribute to the definition and evolution of Salesforce Commerce Cloud methodologies, standards and best practices for support and product delivery
Represent support organization during cross-functional projects and serve as the voice of customer advocate
Review and build a Knowledge base
Provide on-call weekend support on rotating basis
10+ years development experience in eCommerce or Java technologies (Web based products or eCommerce preferred)
Expert troubleshooting/root cause isolation skills
Thorough understanding of REST API implementation and support
Creative problem-solving approach and strong analytical skills are critical
Strong ability to prioritize, multi-task, perform effectively under pressure in fast changing conditions
Ability to work self-sufficiently and drive client and partner engagements to success without supervision
Strong verbal and written communication skills with demonstrated ability to effectively communicate to both highly technical and business / executive level
Strong understanding of web based server-side technologies; including full-stack troubleshooting across Application, Web and Database layers
Experience providing web development support is highly desirable, expertise with development IDE's such as Eclipse.
Familiarity with support practices such as case, knowledge base, defect and escalation management.
Experience supporting enterprise network infrastructure, i.e, DNS, Load Balancers, IP addressing, Routing and CDN
Experience providing SaaS support is required
College degree in Computer Science or a related field of study strongly preferred
Ideal candidates will have strong experience in several of the following:
Writing/debugging server-side Java
Debugging Java code in enterprise environments
Analyzing Java heap and thread dumps
Analyzing network traces (wireshark, tcpdump)
Performance and scalability analysis (profiling techniques, identifying software/platform bottlenecks)
SQL and NoSQL in concept and practice
Experience providing web-development, SaaS/PaaS/cloud or API support
Experience supporting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)
Bonus for vendor-specific knowledge in the following ecommerce suites and related technologies:
Commerce Cloud (Demandware), Adobe and Oracle eCommerce
MongoDB, Apache, Oracle, Tomcat, nginx, AppDynamics, and/or Cloudflare
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" six years in a row and one of Fortune's "100 Best Companies to Work For" nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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