Senior Technical Support Engineer, Signature

The Signature Success Plan is designed for customers and partners who use Salesforce products and services in critical enterprise systems. It consists of support services, proactive services, and a Customer Success Manager. The Signature Support Service team provides advanced technical support and proactive services.

As a Signature Support Engineer, you will assist in quickly resolving issues and problems that occur in the daily use of Salesforce services for customers with the highest-level Signature Success Plan. You will need expertise in one or more technical areas, from web technologies (HTML, CSS, JavaScript, API, etc.) to server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.).

This position requires continuous learning about evolving Salesforce products and related technologies, sharing knowledge with team members, and improving skills together.

Responsibilities:

• Provide high-level technical support for CRM products to large-scale customers
• Manage customer expectations and internal escalations
• Assist in optimizing processes based on customer inquiries, monitoring and detection trends, and understanding customer operations
• Contribute to personal and team growth
• Improve team operational efficiency

Work Style:

• Shift work within 8:00-21:00 on weekdays (9 hours with 1-hour break, flexible hours outside shift on business days)
• Weekend shift work (on-call during night hours), compensatory days off provided

Required Skills/Experience:

• Strong desire to achieve high customer satisfaction
• Appropriate and flexible communication skills with customers
• Strong orientation and ability to conduct technical investigations, troubleshooting, and problem-solving systematically
• Ability to cooperate across departments and positions
• English reading, writing, and listening skills (conversation skills preferred)
• Ability to maintain high motivation and work independently
• Deep knowledge in one or more of the following areas:
  • Web technologies (HTML, CSS, JavaScript, frontend frameworks, APIs, etc.)
  • Server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.)
• Practical experience in one or more of the following:
  • Database and relational data structure management and problem-solving
  • Management and problem-solving for large data processing and multi-tenant environments
  • Programming and software development using APIs
  • Software development lifecycle
  • Salesforce operation and development

Preferred Skills/Experience:

• High English proficiency (including conversation)
• 2+ years of technical support or developer experience with Salesforce
• Experience with Salesforce CRM, Lightning Platform, and related technologies
• Technical knowledge and experience to understand Salesforce applications and solutions
• Development experience with Visualforce and Apex
• Development experience with Lightning Web Components
• Certifications such as Salesforce Certified Administrator, Advanced Administrator, Platform App Builder, Platform Developer I, or Platform Developer II

Background examples of successful candidates:

• Technical Support Engineers
• Managers with Technical Support Engineer background
• IT Vendor Consultants
• System Engineers from System Integrators
• Pre-sales Engineers
• Corporate IT Department Engineers
• Database Administrators
• ERP Administrators
• Technical Account Managers