Support Engineer FL

As a Support Engineer you will be accountable for:

• Managing the Technical Support queue and taking ownership of support cases
• Troubleshooting technical issues with our customers via email, Zoom/Teams/Google Meetings, and other communication channels
• Providing detailed steps to replicate issues for our engineering team
• Providing a root cause analysis to customers
• Documenting case notes and providing timely public-facing responses via case comments
• Assisting customers with setting up and maintaining integrations
• Providing product training and delivering training materials specific to your customers
• Provide technical guidance to development teams, ensuring adherence to DevOps, data migration, and data backup best practices.
• Encouraging adoption of new features and enhancements
• Provide hands-on assistance with any custom developments, customizations or integration with Flosum products
• Managing Escalation and Touchpoints through the customer journey
• Writing new or updating existing technical documentation
• Gather product feedback and recommendations from customers; provide a prioritized list to the development team
• This role will require a work schedule during US hours and will require on-call times during some nights and weekends, depending on customer needs and release schedule

Qualifications:

• Five years of experience in a customer-facing role, interfacing with stakeholders, supporting customer technical implementations
• Strong Salesforce Background Admin skills required, Salesforce certifications and Salesforce development skills preferred
• Experience working across success, support, development, and customer IT teams to resolve issues.
• Proven experience as a DevOps Engineer or a similar role, with a track record of successfully implementing DevOps practices
• Ability to troubleshoot complex issues with Salesforce applications and integrations
• Ability to document troubleshooting steps and root cause analysis
• Does not need to be a developer but needs some understanding of code to be able to troubleshoot
• You understand the software development lifecycle because you have worked with a development team in a hands-on role
• Exceptional communication skills, and we are committed to making our customers successful.
• You are highly organized, have a positive attitude, and are a natural problem solver.
• You enjoy multitasking and working cross-functionally in a collaborative environment.

Bonus Points For

• Salesforce Architect Certifications
• Previous experience as a release manager and/or with managing DevOps solutions and technologies such as Jekins, Git, Docker, Kubernetes,, Ansible, or Terraform
• Experience with cloud platforms like AWS, Azure, or GCP
• A background in technical support or professional services