Platform Support Engineer LMTS

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The role involves supporting and assisting Salesforce developers using Hyperforce services, troubleshooting deployment issues, and developing training content.

Responsibilities:

• The HDPS team owns supporting and assisting Salesforce developers who use Hyperforce services
• This includes working with customers to help them onboard their services onto the Hyperforce platform, diagnosing and debugging deployment issues, developing and delivering training content, contribution to the creation of documentation
• HDPS also designs, develops, and maintains automation solutions for support using Slack and Python, GenerativeAI, and collects Slack Metrics and generates executive dashboards for analytics
• Ideal Engineers will possess technical, decision-making skills, and experience to diagnose and debug customer issues, and will also have the opportunity to design and contribute to customer-facing solutions
• Ideal engineers would have the opportunity to work on automation bot, maintain automation platform in Hyperforce

Requirements:

• 8+ years of professional experience in diagnosing and debugging deployment issues, platform experience preferred
• A related technical degree required
• Customer Success acumen
• Strong problem-solving, troubleshooting and analytical skills
• Ability to understand customer issues, learn fast and collaborate with other engineering teams to reach a resolution
• Must have excellent spoken and written communications skills
• Experience with any CI/CD Platforms (like Spinnaker / Spinnaker APIs / Jenkins / K8s / Helm / Terraform)
• Experience with public clouds including Amazon Web Services (AWS) or Google Compute Platform (GCP) or Azure
• Experience with Kubernetes, Docker, Terraform, JSON, Git, AWS CLI, Tableau
• Light coding skills in Python, Apex
• Familiarity with Salesforce Service Cloud for Case management
• Familiarity with Salesforce Data Cloud + Tableau for reporting
• Scripting and OS package management (command line tools)
• Secrets Management with Vault
• Knowledge of SDLC processes and practices
• Experience SCM solutions like git
• Knowledge of security patterns, 3pp vulnerabilities, and practices
• Exposure to analytical monitoring dashboards and experience with Helm Charts is a plus
• Public Cloud certifications like AWS, Terraform, CKA