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Success Agent Principal (Tier 3)
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Salt Lake City, UT Salt Lake City, Utah |
About this job
Salesforce Commerce Cloud, the category-defining leader of enterprise cloud commerce solutions, empowers the world's leading retailers to continuously innovate in our complex, consumer-driven world. Commerce Cloud's open cloud platform provides unique benefits including seamless innovation, the LINK ecosystem of integrated best-of-breed partners, and community insight to optimize customer experiences. These advantages enable Commerce Cloud customers to lead their markets and grow faster.
The Commerce Cloud Technical Support team is looking for a Sr. Technical Support Engineer (internally called a "Success Agent Principal (Tier 3)" ) to join our team Salt Lake City, UT based support team supporting our Commerce Cloud products. This position has a primary focus on our Retail.net product but also includes supporting and troubleshooting all of the Commerce Cloud products. In this position, you will be responsible for supporting and troubleshooting issues within our Merchandise Management and Store operations solution. As a level 3 Support Engineer you will be involved diagnosing low level application issues working directly with our POS Engineering and Platform teams.
Responsibilities:
* Function as a senior level technical resource to troubleshoot and resolve high impact issues on the Retail.net application.
* Work as a Dedicated Support Engineer on our Dedicated Support Team.
* Act as liaison between the customer and Commerce Cloud.
* Work with other cross functional teams to troubleshoot, diagnose and escalate issues on the Retail.net and Commerce Cloud POS application or platform.
* Review and deliver POS best practices with a focus on performance and efficiency within the Retail.net POS solution.
* Ensure that POS service and solutions are enterprise quality and meet business requirements and technology standards
* Work closely with the Product, Platform and Performance Engineering teams to identify inefficient application or platform resources.
* Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Retail.net platform
* Help build an exceptional knowledge base with POS self-service solutions
* Provide on-call support in team rotation basis.
Qualifications:
* Must have experiencing in supporting and troubleshooting POS issues at both the hardware and software level.
* Must have a solid understanding of networking and wireless protocols like TCP/IP and DNS.
* Minimum of 5 years of relevant work experience in a POS or Commerce supporting type role.
* In depth knowledge of servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in Commerce or similar applications (ERP, CRM, MMS) in a SaaS environment
* Ability to prioritize, multi-task and perform effectively under pressure
* Solid understanding of POS process and back office integrations
* Ability to work self-sufficiently and drive client engagements to resolution without supervision
* Strong verbal and written communication skills with demonstrated ability to effectively communicate and influence in cross functional teams
* BS/BA Degree (or equivalent)
* LI-Y
The Commerce Cloud Technical Support team is looking for a Sr. Technical Support Engineer (internally called a "Success Agent Principal (Tier 3)" ) to join our team Salt Lake City, UT based support team supporting our Commerce Cloud products. This position has a primary focus on our Retail.net product but also includes supporting and troubleshooting all of the Commerce Cloud products. In this position, you will be responsible for supporting and troubleshooting issues within our Merchandise Management and Store operations solution. As a level 3 Support Engineer you will be involved diagnosing low level application issues working directly with our POS Engineering and Platform teams.
Responsibilities:
* Function as a senior level technical resource to troubleshoot and resolve high impact issues on the Retail.net application.
* Work as a Dedicated Support Engineer on our Dedicated Support Team.
* Act as liaison between the customer and Commerce Cloud.
* Work with other cross functional teams to troubleshoot, diagnose and escalate issues on the Retail.net and Commerce Cloud POS application or platform.
* Review and deliver POS best practices with a focus on performance and efficiency within the Retail.net POS solution.
* Ensure that POS service and solutions are enterprise quality and meet business requirements and technology standards
* Work closely with the Product, Platform and Performance Engineering teams to identify inefficient application or platform resources.
* Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Retail.net platform
* Help build an exceptional knowledge base with POS self-service solutions
* Provide on-call support in team rotation basis.
Qualifications:
* Must have experiencing in supporting and troubleshooting POS issues at both the hardware and software level.
* Must have a solid understanding of networking and wireless protocols like TCP/IP and DNS.
* Minimum of 5 years of relevant work experience in a POS or Commerce supporting type role.
* In depth knowledge of servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in Commerce or similar applications (ERP, CRM, MMS) in a SaaS environment
* Ability to prioritize, multi-task and perform effectively under pressure
* Solid understanding of POS process and back office integrations
* Ability to work self-sufficiently and drive client engagements to resolution without supervision
* Strong verbal and written communication skills with demonstrated ability to effectively communicate and influence in cross functional teams
* BS/BA Degree (or equivalent)
* LI-Y
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