GVC Cloud Nightforce Support Engineer (US Citizen Only)

About the role

This Government Cloud Weekend Nightforce Support Engineer role provides the highest level of overnight support and expertise to some of our largest and most strategic government accounts both Premier and Signature.

Responsibilities

• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance
• Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
• Understand how Gov/Us Only Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics
• Proactively support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions
• Advocate for Gov/Us Only customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as working with R&D on pilot programs
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
• Aid developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved
• Participate in project work, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated with incident prediction and prevention capabilities
• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support
• Have the ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post sales support activities

Requirements

• Deep understanding of Salesforce multi-tenant architecture
• Bachelor's degree in computer science or equivalent experience
• 5+ years of prior experience in Technical Support and/or 3+ years with development experience
• Current Salesforce Administrator Certification
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Comfortable interacting with all levels of customer and SFDC management
• Ability to multi-task and perform effectively under pressure
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Solid understanding of database concepts and data management (RDBMS) and SQL
• Solid understanding of Object-Oriented design and core programming concepts
• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development
• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects
• Knowledge of Salesforce Certifications- Advanced Admin, App Builder, Platform Developer
• VisualForce/Apex Knowledge
• CRM domain knowledge
• Previous experience with Salesforce.com CRM and its technologies

Qualifications

• Must be a sole U.S. Citizen (Non-dual citizen)

Skills

• Desired Skills/Experience

Benefits

At Salesforce, we offer a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Pay

The typical base salary range for this position is $80,900 - $122,300 annually.

Schedule

The role requires availability for an overnight shift, operating from 9:00 PM to 6:00 AM PST, Thursday-Monday.