Technical Support Engineer - Commerce Cloud

About Salesforce :
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce Commerce Cloud is a leading provider of software-as-a-service (SaaS) ecommerce solutions that enable companies to easily craft, implement and manage their own customized ecommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated Commerce Cloud platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic.

Salesforce Commerce Cloud is seeking a Techincal Support Engineer to join the Salesforce Commerce Cloud Support Team. This position is for someone who is highly motivated, self- directed, and has a desire to work on a cloud based eCommerce platform. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and standard process guidance to the broader Technical Support team.

Role & Responsibilities

• Troubleshoot and resolve technical issues in B2C Commerce Cloud (SFCC/Demandware)
• Resolve complex customer service problems and manage customer expectations
• Develop and maintain technical expertise in B2C Commerce product areas
• Create knowledge base materials to drive operational efficiency
• Review support cases for technical and troubleshooting accuracy
• Define and describe technical best practices
• Meet monthly KPI goals

Experience/Skills Required

• 3-4 years engineering/programming experience
• B2C Commerce Cloud (SFCC/SFRA/PWA Kit)
• JavaScript, HTML, CSS
• Web services (REST/SOAP APIs)
• Debugging & troubleshooting

Ideal candidates will have strong experience in several of the following:

• Proficient with HTML, CSS, JavaScript
• Familiarity with Regex (Regular Expressions)
• Knowledge of APIs/third-party integrations
• Writing/debugging server-side JavaScript
• Debugging Java code in enterprise environments
• Analyzing Java heap and thread dumps
• Analyzing network traces (wireshark, tcpdump)
• Performance and scalability analysis (profiling techniques, identifying software/platform bottlenecks)
• SQL and NoSQL in concept and practice
• Experience providing web-development, SaaS/PaaS/cloud, or API support
• Experience supporting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
• Familiarity with one or more current client-side web frameworks (AngularJS, React, Ember, Backbone)

Bonus for vendor-specific knowledge in the following ecommerce suites and related technologies:

• Salesforce B2C Commerce (former: Commerce Cloud / Demandware), Adobe, and Oracle eCommerce
• MongoDB, Apache, Oracle, Tomcat, nginx, AppDynamics, and/or Cloudflare