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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.

About HerokuHeroku is a cloud Platform as a Service (PaaS) part of the Salesforce Platform that enables developers to build, run, and operate applications entirely in the cloud. It supports several programming languages, including Ruby, Java, Node.js, Python, Scala, Clojure, PHP, and Go.Heroku operates the world’s largest PaaS cloud, continuously delivering millions of apps with 6+ million container deployments, 16+ billion routing requests, and 10+ terabytes of application logs per day. Heroku creates compelling and powerful developer experiences that are delightful to use. Our vision is for developers to focus on their applications and leave operations to us.About the Role:We are seeking a highly motivated and experienced Sr. Principal Support Engineer to join our team. In this critical role, you will be responsible for building and architecting a robust and scalable Service Cloud solution to support our internal support team. You will play a key role in defining, implementing, and maintaining best practices for support operations, ensuring efficient and effective resolution of issues.

Responsibilities:

• Design, develop, and implement Service Cloud solutions, including custom objects, workflows, approvals, and integrations with other systems.
• Serve as the subject matter expert on Service Cloud best practices and industry standards.
• Assist customers in troubleshooting their custom code, integration, and implementation.
• Debug, troubleshoot, and ensure customer satisfaction and resolved cases.
• Lead the implementation and ongoing optimization of Service Cloud features such as case management, knowledge base, and customer portals.
• Develop and maintain detailed documentation, knowledge base articles, and troubleshooting guides to empower both customers and the support team, thereby improving our overall support experience.
• Utilize top-notch troubleshooting techniques and all available tools and systems within the development organization to identify and resolve issues.
• Identify root causes, propose test cases, and suggest code changes to fix problems.
• Mentor internal support teams on technical issues and best practices.
• Build relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert.
• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that. Analyze customer support data to identify trends, root causes of issues, and opportunities for proactive support.
• Deliver presentations highlighting metrics, trends, and success stories to Leadership + stakeholder teams.

Minimum Requirements:

• Bachelor’s or Master’s degree in Computer Science or a related Engineering field, or equivalent work experience with demonstrated proficiency.
• At least 7-8 years of experience in a software development environment.
• Proven experience in designing and implementing complex Service Cloud solutions.
• 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.
• Exceptional debugging, troubleshooting, and problem-solving skills.
• Ability to learn quickly and be productive in a highly collaborative, fast-paced environment.
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations and documentation of knowledge.
• Knowledge of distributed systems and how organizations deploy and maintain distributed applications and services on the cloud.
• Prior experience in collaborating with multi-functional teams like Product and Engineering, and being the customer’s voice to offer feedback and improve the product.
• Ability to take complex problems and break them down into smaller tasks.
• Willingness to learn new technologies.

Technical Requirements:

• Extensive experience building and configuring robust Service Cloud solutions for customer support teams.
• Deep understanding of Service Cloud features and functionalities. Strong experience with Salesforce APIs (REST, SOAP, etc.) and integration technologies.
• Experience with Service Cloud Lightning and its components.
• Solid understanding of Salesforce architecture, data model, and security.
• MVC Framework: Strong understanding of the Model-View-Controller (MVC) architectural pattern.
• Basic knowledge of Marketing Cloud functionalities (desirable)
• Ruby on Rails: Experience with Ruby on Rails framework (desirable).
• JavaScript: Proficiency in JavaScript, including DOM manipulation, AJAX, and working with APIs (desirable).

Job-specific

• Expected to participate in an after-hours on-call rotation to support highly critical incidents as needed.
• This role requires working in shifts, IST or EMEA (12:00 Hrs - 21:00 Hrs IST). Shifts can change based on business requirements.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.