Signature Support Engineer

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Signature Support Engineer (Technical) is a customer-focused expert and is responsible for Salesforce.com’s Signature Support handling and execution of Severity 1 and 2 cases, as well as, implementing and finding ways to prevent customer issues through proactive support and monitoring. The Signature Support team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Signature Support team, the Signature Support Engineer (Technical) is technically competent, business oriented and highly customer centric. 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 • Understanding how Signature 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. • Provide proactive 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 Signature Support 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 • Assist 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. • Participation in Signature Support 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 to 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 mem ... (truncated, view full listing at source)