Customer Success & Support Engineer USA

Key Responsibilities

• Provide application support via incoming tickets -- take ownership to resolve customer issues both hands-on and through collaboration with development, engineering, and business teams.
• Apply, extend, and share advanced troubleshooting techniques to root cause, document, and escalate defects and enhancements -- of course you can code up solutions yourself as well if they’re in your wheelhouse.
• Research, author, and maintain knowledge-base articles around common customer scenarios.
• Help improve support operations through tooling and process enhancements. Knowledge of sf.com is a plus.

Preferred Qualifications

• You truly enjoy working with customers and enhancing their experience
• You have 3+ years of relevant, customer-facing, technical experience
• You have 5+ years overall experience with development, operations, and support
• You have 5+ years experience with DNS, TCP/IP, SSL, load balancing, and *nix fundamentals. Network firewall configurations and IP Tables knowledge would be a very big plus
• Network security knowledge is a must.
• You enjoy scripting in various languages like Ruby, Python, Java, and Perl
• You have worked in a 24/7 production environment
• You’ve been hands-on with AWS, Azure and/or Google architecture, development, deployment, operations, and support
• Analytics and Problem solving skills is required
• Must be proficient in speaking and writing English

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