Technical Support Engineer (Salesforce) - Tier 2

Are you passionate about solving real-time technical issues and restoring service quickly? If so, Sitetracker is looking for a Technical Support Engineer to join our dynamic team.

In this role, you will be the first line of defense for diagnosing, troubleshooting, and resolving break-fix issues that impact customers. You will be responsible for investigating system outages, performance degradations, and technical roadblocks, ensuring rapid resolution and minimal disruption to business operations.

As part of the front-line support team, you will manage incoming cases, perform root cause analysis, and collaborate with the Sitetracker Engineering and Product teams to address complex technical challenges. Your ability to react swiftly to high-priority incidents and provide effective solutions will be key in maintaining product stability and customer satisfaction.

The Skill Set:-

• Apply Salesforce Administration and Salesforce Service Cloud experience on a daily basis
• Work with external customers to understand, reproduce, diagnose and resolve technical and configuration issues
• Configure workarounds for Sitetracker on the Salesforce Platform using out of the box functionalities to enhance our core feature set and meet a business need/resolution for our customers
• Ability to manage customer inquiries via voice, chats, emails, and logged cases in a timely and accurate manner
• Communicate clearly via telephone, email, and chat while displaying strong listening skills 
• Consistently document discussions and solutions in a a clear and concise manner
• Maintain composure in stressful situations, respond to customer needs quickly and effectively 
• Able to communicate complex concepts to clients in an easily digestible format that relates to their business need
• Ability to work autonomously as well as work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
• Work flexible schedules which may include evenings, weekends or holidays
• Ability to develop and review content for the Community and Knowledgebase

Within 60 Days, You'll:-

• Build expertise in the Sitetracker product and become Sitetracker Certified 
• Create project templates, reports and dashboards to troubleshoot and guide customers
• Build upon your Salesforce knowledge by completing Trailhead training
• Understand and follow the playbook to ensure proper procedures are enacted
• Learn and understand common customer requests and build our Support team Knowledge base
• Resolve customer configuration and workflow functional issues within the Sitetracker platform​​
• Partner with software engineering, product, and peers to solve complex configuration issues and technical code issues while managing consistent communication and updates with the customer
• Be a constant flow of communication to our customers providing updates and follow-up on all requests while meeting the contracted SLA’s
• Know key concepts of the support role needed to triage requests to the appropriate internal teams for quick resolution

Within 180 Days, You'll:-

• Be able to train customers and peers on how to use and configure features within the Sitetracker product
• Configure, troubleshoot and workaround issues utilizing Salesforce and Sitetracker features
• Make enhancements to our growing playbook and processes that enhanced and improve our customers' experience
• Be a source of knowledge and direction to other team members providing support to our customers 
• Provide product enhancement ideas to our product team to enhance the core product and functions
• Understand critical customer functions and be able to provide autonomous resolutions to issues and questions

Within 365 Days, You'll:-

• Work with new analysts, developers, and admins to assist in training best practices 
• Contribute to the Sitetracker Knowledge by developing best practices, tips, and training scripts/documentation for customers on proper administration of environments
• Have autonomy to make critical decisions on customer support 
• Work with other Technical Engineers to establish best practices and provide a consistent support experience for customers
• Lead internal training sessions on new features that are/have come out on the Salesforce and Sitetracker platforms
• Work with all teams to enhance your skills and growth within the Salesforce and Sitetracker platforms
• Identify symptoms, patterns, and solutions for future customer challenges