Role: Customer Support Engineer, Tier 2

Description: As a Customer Support Engineer on our Tier 2 Support Team, you will utilize your Salesforce configuration and technical knowledge to provide world class support to our customers!

What you'll do

• Provide Tier 2 technical support for our customers using our various Salesforce native applications.
• Use Salesforce Service Cloud to triage and help support technical case escalations.
• Strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support).
• Work closely with project sponsors and stakeholders (internal & external) to assist them with their goals, requirements, project planning, tracking and delivering the project(s) in a timely manner.
• Establish and manage communication, escalation and risk management plans with Lead Support Engineers and the Director of Customer Support.
• Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance.
• Adhere to escalation procedures for bugs and system impairment issues.
• Prioritize your own workload effectively with foresight and attention to detail.
• Validate customer reported bugs and help support create tickets in Jira.
• Serve as an internal Salesforce Admin resource to maintain and enhance internal processes as needed (as part of a broader team).
• Meet or exceed all customer and internal interaction metrics defined by the Director of Support.

What we look for

• 3 years of experience with customer technical support or as a Salesforce Administrator supporting an organization internally
• Experience building and managing complex processes using declarative automation, specifically Flow Builder
• Salesforce experience as an Administrator or Business Analyst preferred
• Salesforce Admin (201) Certification required - additional certifications would be a bonus
• Technically proficient with an aptitude for learning new technologies quickly
• Prioritizes and plans in a productive manner
• Enjoys interacting with customers and speaking to large groups
• Excellent problem solving and analytical skills
• Outstanding oral and written communication skills
• Ability to prioritize tasks and carry out responsibilities with minimal direction in a remote environment