Customer Support Engineer II
Skills
About the Role
You will make every customer interaction a positive experience by troubleshooting product and service-related issues and escalating them as appropriate. You will engage with customer business owners to support the customer success team and optimize the application, providing proactive best practice guidance to project and management teams. You will advocate customer priorities internally, leverage your knowledge of Salesforce to deliver world-class technical support, and serve as an escalation point of contact for product and service issues. You will assist with the configuration of Conga software-as-a-service solutions for customers and partners, contribute to knowledge database creation and improvement, and maintain accurate information in salesforce.com and other applications used for reporting and process management.
Requirements
- Strong written and oral communication skills with proven ability to initiate and manage relationships via phone and email
- Experience with Salesforce as a power user or administrator preferred
- Understanding of CRM data structures and workflows
- Ability to trace data flow from Salesforce into downstream systems
- Familiarity with API-driven integrations between Salesforce and external platforms
- Strong troubleshooting skills across frontend (JavaScript) and backend (Java), with knowledge of API behavior (REST calls, request/response analysis)
- Expertise with Microsoft Word and Microsoft Excel
- Ability to communicate complex technical topics with users at all levels of technical expertise
- Analysis, troubleshooting, and problem-solving expertise
- Extensive hands-on technical experience in support: evaluating, troubleshooting, debugging, identifying root cause, and resolving issues
- Willingness to service customers in shifts
- Bachelor's Degree or equivalent experience
- Salesforce.com certification a plus
Responsibilities
- Make every customer interaction a positive experience
- Troubleshoot product and service-related issues and escalate issues as appropriate
- Engage with customer business owners to support the customer success team and application optimization
- Provide proactive best practice guidance to customer project and management teams
- Advocate customer priorities internally within Conga
- Leverage Salesforce knowledge to deliver world-class technical support and communicate solutions
- Serve as an escalation point of contact for product and service issues
- Assist with configuration of Conga SaaS solutions for customers and partners
- Contribute to knowledge database creation and improvement
- Maintain accurate information in salesforce.com and other reporting and process management applications
