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Job Category

Customer Success

Job Details

About Salesforce

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MuleSoft's Customer Support team is looking for talented individuals with a passion for researching complex technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.

As a member of the Support team, you will leverage advanced technical expertise to resolve complex platform-related issues affecting customers. As a Technical Support Engineer expert, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams.

You'll find yourself researching new technologies every day, including Web Services, HTTP, JMS, JEE application servers, and many types of Enterprise Software. This role will give you an opportunity to build expertise and fast-track your career toward customer-facing technical roles, and your successes will have an impact across the company.

Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work any shift available and be ready to change shifts based on business requirements from time to time.

Role & Responsibilities

Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing meaningful feedback on a regular basis to assist with troubleshooting integrations involving third-party APIs and implementation of other products.

Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.

Provide feature explanation and implementation best practices.

Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.

Respond promptly and effectively to technical support requests from clients regarding integration API-related issues.

Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.

Collaborate closely with cross-functional teams, including developers and operations, to resolve complex integration challenges.

Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.

Escalate critical issues to development teams when necessary, ensuring timely resolution.

Role Requirements

Must be a United States citizen and able to obtain government clearance once employed.

Excellent written and verbal communication skills.

Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues.

Bachelor's degree in computer science or equivalent experience strong background and a solid understanding of object-oriented concepts and languages.

4+ years of prior experience in a Technical Support environment.

Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.

Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.

In-depth knowledge of database concepts and data management (RDBMS) and SQL.

Knowledge and troubleshooting experience with at least one programming language, such as Java, Python, .NET, or PHP, and analyzing thread dumps and heap dumps as an added advantage.

We operate 24x7 which can involve working during one of the below shifts (not limited to shift timing can change) - AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 9 PM/10 PM IST onwards depending on Day Light Savings Time)

EMEA hours – 12:00 PM/1 PM/2 PM IST onwards depending on Day Light Savings Time APAC hours – 5.30 AM IST onwards. Work hours can change depending on Business requirements.

Preferred Requirements

4+ years of Experience in Application Support including middleware/networking knowledge. Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.

What You'll Need To Be Successful

Industry relevant experience

Must have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework

Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)

Deep knowledge of Internet technologies and protocols such as HTTP and FTP

Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies

Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc. Knowledge of Open Source business and/or past contributions to open-source projects is also favorable.

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