Senior Software Engineer - Customer Centric Engineering

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

At Salesforce, reliability & trust is our #1 priority. Our customers demand a high quality, responsive and predictable application.  As an engineer joining the Customer Centric Engineering team, you will get an opportunity to work on a broad set of challenging customer-related issues which will require a wide range of technologies and troubleshooting of the Salesforce Data Cloud product.  As a Customer Centric Engineer you will investigate, reproduce, diagnose and propose fixes for complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.

Responsibilities

• Using your Java, JavaScript, Database, Web API and UI skills to solve critical customer escalations

• Figuring out ways to find “the bug” utilizing top-notch troubleshooting techniques and all the tools and systems available within the development organization, and digging deep into code

• Identifying root causes, proposing test cases and proposing code changes to fix the problem.

• Providing timely information to customer facing teams to improve overall customer satisfaction

• Mentoring internal support teams on technical issues and best practices

• Building relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert

• Championing Supportability and Debug ability initiatives throughout development and developing new debugging tools while working closely with product teams

• Work with engineers on the design, deployment and continuous improvement of important infrastructure services (i.e. logging, monitoring and alerting)

• Provide input into long-range platform requirements and operational guidelines, with a focus on automation and continuous improvement of Platform Service Composability and availability.

• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that.

• Deliver presentations highlighting metrics, trends and success stories to engineering teams

Foundational Requirements

• BA/BS in Computer Science or a related Engineering degree is highly preferred or equivalent work experience with demonstrated proficiency

• At least 6 to 8 years of experience in software development environment

• Developer-level technical skills along with a strong desire to interact with customers, support teams and management on high-profile issues critical to the long-term success of the company

• Unparalleled debugging, troubleshooting and problem-solving skills

• Learn quickly and be productive in a highly collaborative, lightning-fast environment

• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge and comfort interacting with all levels of management

• Ability to take complex problems and break them down into smaller tasks

• In-depth, hands-on experience with Linux, networking, server, and cloud architectures.

• A strong background in open source technology.

• Deep understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, SQL, HTTP.

• Knowledge about cloud security and best practices.

• Willing to learn new technologies

Tech Requirements

• Must have a background in an Object Oriented Development Language - Java

• Very good understanding of RDBMS.

• Experience with a known IDE: Eclipse or IntelliJ or VSCode

• Good understanding of log parsing / analysis in Splunk and creating reports/dashboards.

• Experience working with AWS

• Experience utilizing the following JavaScript frameworks/libraries:  RequireJS / Grunt / Node / jQuery / jQuery UI / Bootstrap / Backbone / Handlebars / Mustache

• Understanding of W3C standards and experience in addressing cross-browser and platform compatibility issues.

• Utilization and troubleshooting of SOAP & REST based APIs

• Salesforce knowledge preferred

Accommodations

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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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.