Production Support Engineering Lead

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Job Category

Software Engineering

Job Details

**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.

Salesforce is partnering with Alibaba Cloud to offer its core products in China, this is to help support existing multinational customers that want to retain and expand their presence in the GCR and need Salesforce to run in region to meet China regulatory guidance.

The Salesforce on Alibaba Cloud CCE Production Support team is a brand new Organization , with an exciting mission by solving the toughest technical customer escalations fast and champions trust strategy throughout the company.

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions each day for 100,000+ companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a Customer Centric Engineer within R&D you will investigate, reproduce, and diagnose 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.

What you'll be doing:

· Using your Java, database, and web API and UI skills to solve critical customer technical escalations to R&D from our Technical Support organization

· Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code

· Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams

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

· Mentoring Technical Support on technical issues and best practices

· Building relationships with other teams across Technical Support, R&D, and SRE as a technical expert

· Championing Supportability and Debuggability initiatives throughout R&D What we're looking for:

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

· Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits

· Unparalleled troubleshooting and problem-solving skills

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

Hours of Operation :

• Normal working hours with oncall duty.

Minimum qualifications:

• BS or MS in Computer Science or a related technical field
• Developer-level technical chops along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company
• Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits
• Unparalleled troubleshooting and problem-solving skills
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
• Candidates having 4+ years of relevant technical experience
• Extensive experience in Java, PHP or similar languages in development / debugging roles
• Desirable skills: Work across teams in delivering projects/running programs
• Fluency in an object oriented language, building web applications using; Java and PHP preferred
• Experience with a known IDE: Eclipse or IntelliJ
• Familiarity with Oracle and/or other relational databases (Postgresql, MySQL etc)
• Familiarity with core web technologies: HTTP, JSON, REST, XML
• Experience using Unix: Bash

Preferred qualifications:

• Previous Salesforce development/CRM experience: Apex, Visualforce, Lightning
• Other object orientated languages: Ruby, Python
• Experience with Amazon Web Services (AWS)
• Familiarity with containerized applications, microservices such as Kubernetes
• Front end development experience: Javascript, HTML5
• Experience with Oracle SQL, MySQL
• Log parsing in Splunk
• Experience with monitoring solution and analytic tools such as Grafana

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