Salesforce Hiring For Principal Technical Support Engineer at India ,  Full Time

What you’ll be doing…
The Principal Technical Support Engineer role works with both Tableau Customers and internal Technical Support Engineers utilizing expert-level skills and extensive technical experience to help grow the overall technical and customer service skills of the team, while continually improving the customer experience. Employees in this role will provide expert level assistance to customers and work with the Technical Support team to review open cases, provide advice, and partner on resolutions. In addition, this role will identify knowledge gaps and process opportunities, and provide potential solutions/trainings to address said scenarios.
We operate 24×7 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 – 9.30 PM/ 10.30 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
Some of the things you’ll be doing include

• Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.
• Collaborate and consult with Tableau customers, as needed, to successfully integrate the application into their business and perform ongoing troubleshooting to identify and resolve technical product issues.
• Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause, communicating bugs to Engineering.
• Build strong cross-functional working relationships with Engineering and Product Management.
• Guide customers through product implantation including identifying primary customer needs, set-up test environments, write test scripts, and perform tests using customer or representative data.
• Contribute and make recommendations to Knowledge Base content
• Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate
• Test for defects and prevent support cases from impinging on development resources except in case of actual product defects
• Prioritize customer cases and company projects effectively, communicating priorities, plans to management

Who you are…

• Experienced.Relevant experience in supporting enterprise-level, mission-critical applications.
• Highly Technical.Deep relational database and data warehouse familiarity SQL, Oracle, Snowflake, Redshift, Hadoop, Google BigQuerry. Deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.
• Problem Solver.You are a natural problem solver with a curiosity about technology. Others might describe you as a highly creative, curious technologist, and you have excellent research skills.
• Communicator. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interface with customers, Tableau management (at all levels), external vendors, and other strategic partners.
• Organized.You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.
• Domain.Degree or relevant experience preferred.
• Detail Oriented.You have the ability to multi-task and handle frequent interruptions.
• You are a Recruiter!Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!

Tableau will operate independently under the Tableau brand, driving forward a continued focus on our mission, our customers and our Tableau Community. The acquisition closed on August 1, 2019, and Tableau is a wholly-owned subsidiary of salesforce.com, inc.
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