Senior Product Support Engineer, Digital Platform

Vlocity ,
London, Greater London
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Company Description Vlocity is a leading provider of industry-specific cloud and mobile software, driving digital transformation for the world's largest companies. A Forbes 2018 & 2017 Cloud 100 Winner, Vlocity is an 'industry cloud' pioneer built in partnership with Salesforce, the world's #1 CRM provider, increases agility, operational efficiency and simplicity, at a lower cost of ownership for the enterprise. Vlocity's cloud software suite transforms customer centric processes and fuels innovation in the Communications, Media & Entertainment, Energy & Utilities, Insurance, Health, and Government vertical industries. Vlocity's values of trust, transparency and transformation drive customer, partner and employee success. Click here to learn more about Vlocity. Job Description We are looking for a Senior Product Support Engineer for the Vlocity Digital Platform product suite to join our Global Product Support team. This is a perfect position for someone who is solution oriented, technical, has love for problem solving and a passion for providing product support to our customers and partners. As the subject matter is highly technical and sophisticated in nature, this position requires an individual with programming background, technical prowess and impressive customer-facing skills. The Senior Product Support Engineer - Digital Platform will investigate and help resolve complex issues with the Vlocity Digital Platform, engaging with Engineering and developing customer solutions/workarounds where needed. The Global Support Product team runs 24x7x365 with current operational centers in San Francisco - California, Raleigh - North Carolina, London - United Kingdom, Bueno Aires - Argentina, Manila - Philippines, and Bengaluru - India. You must have the flexibility to work as the business requires - this includes holidays, weekends and distributed timezones. You have a demonstrated ability to juggle and prioritize a high-volume workload, handling details accurately. Responsibilities * Serve as the Senior Subject Matter Expert, a highly technical "go-to" person for production support and a resource for others on the Vlocity Digital Platform support team * Take ownership of customer cases and work directly with customers, in collaboration with Support peers and Engineering to troubleshoot and solve complex issues * Assist customers and partners in troubleshooting their integrations and implementation of Vlocity products. This involves debugging, troubleshooting, and ensuring issues are fully resolved * Developing and maintaining technical expertise in assigned areas of product functionality * Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise * Providing feature explanation and implementation best practices for Vlocity products * Developing and Providing a customization workaround wherever appropriate * Handle escalated issues effectively and conflicting/competing priorities * Become broadly versed in additional Vlocity products * Participate in 24/7 coverage, including weekend on-call and holiday coverage as needed * Create and maintain support documentation including knowledge articles for the Digital Platform Swarm team * Understand and adhere to existing support processes to protect predefined SLA Qualifications * A minimum of 5 years of proven success in enterprise application support and customer service * Problem solver with technical aptitude and troubleshooting skill * Demonstrated Salesforce domain knowledge * Experience supporting and troubleshooting one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com, SAP, Siebel or similar) * Understanding of the configuration of SFDC and portals including, but not limited to, developing custom objects, work-flow business rules, and validation rules * Experience working and manipulating hierarchical data in csv and similar formats * Familiarity with concepts behind relational databases and SQL * Understanding of JSON data and data hierarchies * Strong communication and presentation skills. Excellent verbal and written skills Education/Desired Certifications * Bachelor's or Master's degree in Computer Science, engineering or a related subject * Salesforce Administrator certification * Familiarity and experience with Javascript, CSS and HTML Vlocity welcomes all. In our journey as a company -- and as individual Vlociters -- we recognize that our diversity is our strength. We are proud to be an Equal Employment Opportunity employer. All aspects of employment including our decisions to recruit, hire, promote, transfer, discipline, or separate are based on merit, competence, performance, and business needs. We do not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or

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