Salesforce Dev-Support- Service Cloud: Sr Principal Engineer

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About Salesforce

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About Heroku

Heroku is a cloud Platform as a Service (PaaS) part of the Salesforce Platform that enables developers to build, run, and operate applications entirely in the cloud. It supports several programming languages, including Ruby, Java, Node.js, Python, Scala, Clojure, PHP, and Go.

Heroku operates the world s largest PaaS cloud, continuously delivering millions of apps with 6+ million container deployments, 16+ billion routing requests, and 10+ terabytes of application logs per day. Heroku creates compelling and powerful developer experiences that are delightful to use. Our vision is for developers to focus on their applications and leave operations to us.

About the Role:

We are seeking a highly motivated and experienced Sr. Principal Support Engineer to join our team. In this critical role, you will be responsible for building and architecting a robust and scalable Service Cloud solution to support our internal support team. You will play a key role in defining, implementing, and maintaining best practices for support operations, ensuring efficient and effective resolution of issues. In this role, you will also use your working knowledge of web technologies, databases, Python, Java, Bash, or NodeJS, and Web API skills to solve critical customer escalations and act as a support architect.

Responsibilities:

* Design, develop, and implement Service Cloud solutions, including custom objects, workflows, approvals, and integrations with other systems.
* Serve as the subject matter expert on Service Cloud best practices and industry standards.
* Assist customers in troubleshooting their custom code, integration, and implementation.
* Debug, troubleshoot, and ensure customer satisfaction and resolved cases.
* Lead the implementation and ongoing optimization of Service Cloud features such as case management, knowledge base, and customer portals.
* Develop and maintain detailed documentation, knowledge base articles, and troubleshooting guides to empower both customers and the support team, thereby improving our overall support experience.
* Utilize top-notch troubleshooting techniques and all available tools and systems within the development organization to identify and resolve issues.
* Identify root causes, propose test cases, and suggest code changes to fix problems.
* Mentor internal support teams on technical issues and best practices.
* Build relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert.
* Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that. Analyze customer support data to identify trends, root causes of issues, and opportunities for proactive support.
* Deliver presentations highlighting metrics, trends, and success stories to Leadership + stakeholder teams.

Minimum Requirements:

* Bachelor s or Master s degree in Computer Science or a related Engineering field, or equivalent work experience with demonstrated proficiency.
* At least 7-8 years of experience in a software development environment.
* Proven experience in designing and implementing complex Service Cloud solutions.
* Developer-level technical skills along with a strong desire to interact with customers, support teams, and management on high-profile issues critical to the long-term success of the company.
* Exceptional debugging, troubleshooting, and problem-solving skills.
* Ability to learn quickly and be productive in a highly collaborative, fast-paced environment.
* Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations and documentation of knowledge.
* Knowledge of distributed systems and how organizations deploy and maintain distributed applications and services on the cloud.
* Prior experience in collaborating with multi-functional teams like Product and Engineering, and being the customer s voice to offer feedback and improve the product.
* Ability to take complex problems and break them down into smaller tasks.
* Willingness to learn new technologies.

Technical Requirements:

* Deep understanding of Service Cloud features and functionalities. Strong experience with Salesforce APIs (REST, SOAP, etc.) and integration technologies.
* Knowledge of relational (such as Amazon Aurora or PostgreSQL) and non-relational (such as MongoDB, NoSQL, or Redis) databases.
* Solid understanding of web technologies, including HTTP, SSL, DNS, and REST APIs.
* Experience with Python, Java, Bash, or NodeJS.
* Familiarity with distributed systems and an understanding of how organizations deploy and maintain distributed applications and services on the cloud.
* Understanding of container-based services, including Kubernetes and Docker, is desirable.
* Previous experience using source control solutions such as GitHub, Bitbucket, or Subversion.
* Solid understanding of PostgreSQL or other relational databases. Good exposure to logging and monitoring tools like Splunk for reporting on performance trends.
* Experience with Unix/Linux operating systems internals and administration (e.g., filesystems, inodes, system calls, etc.) or networking (e.g., TCP/IP, routing, network topologies, hardware, SDN, etc.).

Job-specific

* Expected to participate in an after-hours on-call rotation to support highly critical incidents as needed.
* This role requires working in shifts, IST or EMEA (12:00 Hrs - 21:00 Hrs IST). Shifts can change based on business requirements.

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