Salesforce Support Engineer

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

MongoDB is seeking a Salesforce support Engineer for the CRM Support team who is a proactive individual that can help us continually improve and enhance our Salesforce platform, gathering requirements and feedback, designing scalable best practice solutions, and managing the product roadmap. The Salesforce Developer should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction as a priority.

We are looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, to quickly identify improvement areas. The Salesforce Developer should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. The ideal candidate will be liaising with stakeholders at all levels, with the ability to communicate technical information in layman’s terms, clearly explaining design/logic options and their potential impact.
This role will be based remotely in India (Bengaluru/Gurugram).

• Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations
• Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management
• Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)
• Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security
• Experience integrating Salesforce with other applications (Xactly/Mulesoft/Boostup  etc)
• Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations
• Experience with deployment, versioning, and DevOps tools preferably Gearset
• Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolved
• Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities
• Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully
• Handle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentment
• Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

• 5+ years of work experience in Engineering, Programming, or Technical Support and API integration
• Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
• Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
• Excellent written and verbal communication skills
• Problem Solver with technical capability and solving skills
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure

• Salesforce Certifications
• Clear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)
• Experience working with scripting languages and Web Architecture Principles
• Prior hands-on development experience, ability to read, write and debug code
• Previous experience working in a SCRUM or agile environment is a plus

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

**MongoDB is an equal opportunities employer**

Req ID - 1263078929