Customer Support Lead Job in Qualityze

JOB DESCRIPTION:

Qualityze is built on the best in class Salesforce Platform and we re seeking to bring a Salesforce Support Engineer to be an integral part of our growing Customer Success team. You are someone who has both extensive experience in customer facing roles and is not afraid to get hands on; debugging complex issues in the Qualityze software, built on top of the Salesforce Platform. As our company and team grows, so do new opportunities! This candidate will be a technical leader in the Customer Success organization who will function as a primary conduit between Customer Success and Engineering

IN THIS ROLE, YOU WILL:

Help our customers solve complex Salesforce questions/problems

Debug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugs.

Work closely with our QA, Product, and Engineering teams to identify bugs by capturing quality escalations with debugging information and reproduction steps.

Perform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations (Process Builder/Workflow Rules/etc.)

Create and manage escalations in multiple ticketing systems

TO BE SUCCESSFUL IN THIS ROLE, YOU HAVE (REQUIRED):

5 7 years of technical customer facing experience (preferably in the SaaS space)

Lead customer support team

Experience with advanced Salesforce tools (Dev Console / Data Loader / Workbench)

Data migration experience using data loader.

Code migration experience using eclipse, visual code or ANT

Experience working with any ticketing system (preferably Jira, Service Cloud and/or Zendesk)

Excellent judgment, analytical thinking, and problem solving skills

Excellent time management and organizational skills

Flexible to work in different shifts

Strong cross functional collaboration skills, relationship building skills and ability to achieve results

Strong verbal and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders

Understanding of Salesforce technology; Salesforce certifications such as ADM 201 and/or have previous experience working in Salesforce.

NICE -TO -HAVE:

A bachelor s degree from an accredited university is a plus

Foundational understanding of relational databases

Familiarity with APIs and how they work ( POST / PATCH / PUT / GET )

Experience with Web Debugging tools ( Postman / Browser Dev Console / Telerik )

Understanding of web technologies ( HTML, CSS, and JS )

Familiarity with SSO Technology (SAML / Oauth)

Previous experience working on a SaaS platform / company

Experience converting processes/fixes into neatly organized content

Strong understanding of Salesforce Declarative Programming and Administration (develop code, custom objects, Visual Force pages, Apex, reports, workflows and assignment rules)

Knowledge of user interface development skills including HTML, DHTML, CSS, JavaScript, AJAX.

Strong working knowledge of Salesforce Query Language (SQL/SOQL).

Thorough knowledge of object oriented design and design patterns.

Understanding of software architecture and large scale systems.

Ability to learn quickly in a dynamic environment; and Bachelor s Degree in computer science or equivalent experience.

PREFERRED:

Salesforce Developer Certification.

Experience developing customer facing user interfaces.