Support Engineer Tier 1 (Remote - India)

Support Engineer Tier 1

Customer Success

Location: Remote India

Job Description

About You

We are seeking a highly motivated, passionate and tech savvy Tier 1 Salesforce Support Engineer that will be supporting our customers with technical issues, training and integration with a mission to make those customers successful using the Flosum suite of products. Reporting to the VP of Customer Success Technology you will play a crucial role in ensuring our customers can operate Flosum products trouble free and be a point of escalation in our support process as a tier two level of support. A Tier 1 support engineer must have the potential to troubleshoot, solve and report technical issues to bring value to our customers.

What it Takes

As a Support Engineer at Flosum you will be accountable for:

• Managing the Technical Support queue and taking ownership of support cases

• Troubleshooting technical issues with our customers via email, Zoom/Teams/Google Meetings, and other communication channels

• Providing detail steps to replicate issues for our engineering team

• Providing a root cause analysis to customers

• Documenting case notes and providing timely public facing responses via case comments

• Assisting customers with setting up and maintaining integrations

• Providing product training and delivering training materials specific to your customers

• Provide technical guidance to development teams, ensuring adherence to DevOps, data migration and data backup best practices.

• Encouraging adoption of new features and enhancements 

• Provide hands-on assistance with any custom developments, customizations or integration with Flosum products

• Managing Escalation and Touchpoints through customer journey

• Writing new or updating existing technical documentation

• Gather product feedback and recommendations from customers; provide prioritized list to the development team

• This role will require a work schedule during US hours and will require on-call times during some nights and weekends, depending on customer needs and release schedule

Ideal candidate will have:

- 5 years of experience in a customer-facing role, interfacing with stakeholders, supporting customer technical implementations

- Strong Salesforce Background – Admin skills required, Salesforce certifications and Salesforce development skills preferred

- Experience working across success, support, development and customer IT teams to resolve issues

- Proven experience as a DevOps Engineer, or a similar role, with a track record of successfully implementing DevOps practices 

- Ability to troubleshoot complex issues with Salesforce applications and integrations

- Ability to document troubleshooting steps and root cause analysis

- Does not need to be a developer but needs some understanding of code to be able to troubleshoot

- You understand the software development lifecycle because you have worked with a development team in a hands-on role

- Exceptional communication skills, and are committed to making our customers successful.

- You are highly organized, have a positive attitude, and are a natural problem solver.

- You enjoy multitasking and working cross-functionally in a collaborative environment.

Bonus Points For

- Salesforce Architect Certifications

- Previous experience as a release manager and/or with managing DevOps solutions and technologies such as Jekins, Git, Docker, Kubernetes,, Ansible, or Terraform

- Experience with cloud platforms like AWS, Azure, or GCP

- A background in technical support or professional services