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Technical Support Engineer - German speaking

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Salesforce

Sep 10, 2024

  • Job
    Full-time
    Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Dublin
  • Quick Apply

AI generated summary

  • You need excellent communication skills in German and English, technical support experience, understanding of web services and troubleshooting internet technologies, plus knowledge of databases and SQL.
  • You will troubleshoot and resolve customer issues, collaborate with internal teams on technical problems, document support cases, and provide implementation guidance and knowledge base materials.

Requirements

  • Excellent written and verbal communication skills.
  • Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues.
  • Fluency in German in addition to English
  • Proven experience in a Technical Support environment.
  • Strong understanding of REST and SOAP web-based services, with a solid understanding of WSDL interpretation, generation, and consumption.
  • Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
  • In-depth knowledge of database concepts and data management (RDBMS) and SQL.

Responsibilities

  • Take ownership of customer issues through to resolution including troubleshooting, internal communication, and providing meaningful feedback on a regular basis to assist with troubleshooting integrations involving third-party APIs and implementation of other products.
  • Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
  • Provide feature explanation and implementation standard methodologies.
  • Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.
  • Respond promptly and optimally to technical support requests from clients regarding integration API-related issues.
  • Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.
  • Collaborate closely with multi-functional teams, including developers and operations, to resolve complex integration challenges.
  • Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.
  • Escalate critical issues to development teams when vital, ensuring timely resolution.

FAQs

What is the main language requirement for this position?

Fluency in German in addition to English is required for this position.

What is the primary role of a Technical Support Engineer at Salesforce?

The primary role is to take ownership of customer issues through to resolution, troubleshoot complex platform-related problems, and work closely with internal teams to ensure customer success with MuleSoft products.

What types of technologies will the Technical Support Engineer work with?

The engineer will work with Web Services, HTTP, JMS, JEE application servers, and various types of Enterprise Software.

Is prior experience in a Technical Support environment necessary?

Yes, proven experience in a Technical Support environment is required for this role.

What kind of troubleshooting skills are required?

Proven analysis, troubleshooting, and problem-solving skills are necessary, along with the ability to effectively prioritize and escalate customer issues.

Are there any preferred qualifications for applicants?

Preferred qualifications include experience in Application Support, knowledge of middleware/networking, and troubleshooting experience with at least one programming language such as Java, .NET, or PHP.

What is the expected knowledge level of database concepts and SQL for applicants?

Applicants should have an in-depth knowledge of database concepts and data management (RDBMS) along with SQL skills.

Will the role require collaboration with other teams?

Yes, the role requires collaboration with multi-functional teams, including developers and operations, to resolve complex integration challenges.

What kind of documentation responsibilities are involved in this role?

The Technical Support Engineer will need to document and track support cases, solutions, and interactions in support systems to maintain accurate records.

How does Salesforce support diversity and inclusion in the workplace?

Salesforce is committed to creating a workforce that reflects society through inclusive programs and initiatives, including equal pay, employee resource groups, and inclusive benefits.

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Salesforce

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Salesforce is a leading cloud-based software company that provides customer relationship management (CRM) solutions and a wide range of enterprise applications. Their platform enables businesses to manage customer interactions, sales processes, marketing campaigns, and service operations in a centralised and efficient manner. Salesforce's ultimate mission is to empower companies to connect with their customers, partners, and employees in meaningful ways, fostering stronger relationships and driving business growth. Their purpose is to revolutionise the way businesses operate by offering a comprehensive suite of cloud-based tools and applications that streamline processes, enhance collaboration, and enable organisations to make data-driven decisions. With a strong focus on innovation, customer success,