Sr Principal Salesforce Developer/Support Engineer

About the Role: As a highly motivated and experienced Sr. Principal Support Engineer at Heroku, you will play a crucial role in designing and architecting a robust and scalable Service Cloud solution to support the internal support team. Your responsibilities will involve implementing best practices for support operations, ensuring efficient resolution of issues, and providing exceptional customer support. Your key responsibilities will include designing, developing, and implementing Service Cloud solutions, serving as a subject matter expert on Service Cloud best practices, assisting customers in troubleshooting custom code and integrations, and ensuring customer satisfaction by resolving cases effectively. You will lead the implementation and optimization of Service Cloud features like case management, knowledge base, and customer portals. Additionally, you will develop detailed documentation and knowledge base articles to empower customers and the support team. In this role, you will utilize top-notch troubleshooting techniques and tools to identify and resolve issues, propose test cases, and suggest code changes to fix problems. You will mentor internal support teams on technical issues, build relationships with cross-functional teams, and analyze customer support data to drive continuous improvement of the platform. To qualify for this position, you should hold a Bachelors or Masters degree in Computer Science or a related Engineering field, or have equivalent work experience with demonstrated proficiency. You must have at least 7-8 years of experience in a software development environment, with proven expertise in designing and implementing complex Service Cloud solutions. Additionally, you should possess exceptional debugging, troubleshooting, and problem-solving skills, along with excellent written and verbal communication abilities. Your technical requirements should include extensive experience in building and configuring robust Service Cloud solutions for customer support teams, a deep understanding of Service Cloud features and functionalities, and strong experience with Salesforce APIs and integration technologies. Knowledge of Salesforce architecture, data model, and security is essential, along with proficiency in MVC Framework, Service Cloud Lightning, and JavaScript. Prior experience in Ruby on Rails and Marketing Cloud functionalities would be desirable. This position also requires you to participate in an after-hours on-call rotation to support critical incidents and work in shifts according to IST or EMEA timings. Your willingness to learn new technologies, collaborate with multi-functional teams, and tackle complex problems will be key to success in this role.,