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Salesforce · 2 days ago

Senior Technical Support Engineer-Mulesoft

Bellevue, WA

Full-time

Onsite

Mid, Senior Level

$108K/yr - $148K/yr

5+ years exp

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Senior Technical Support Engineer will leverage advanced technical expertise to resolve complex platform-related issues affecting customers and enable customer success by helping them overcome technical challenges.

Artificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

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 best practices

Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community

Respond promptly and effectively 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 cross-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 necessary, ensuring timely resolution

Qualification

MuleSoftJavaRESTSOAPSQLHTTPJEE Application ServersCommunicationProblem-solvingTeam collaboration

Required

Must be a US citizen on US soil and able to obtain a US Government clearance

Excellent written and verbal communication skills

Proven analysis, troubleshooting, and problem-solving skills. Ability to effectively prioritize and escalate customer issues

Bachelor's Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Strong understanding of REST and SOAP web-based services, with a working knowledge 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

Preferred

5+ years of Experience in Application Support including middleware/networking knowledge. Knowledge of multi-tenant, grid, parallel, or distributed computing architectures

Knowledge and troubleshooting experience with at least one programming language, such as Java, .NET, or PHP, and analyzing thread dumps and heap dumps as an added advantage

Must have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework

Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)

Deep knowledge of Internet technologies and protocols such as HTTP and FTP

Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies

Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc. Knowledge of Open Source business and/or past contributions to open-source projects is also favorable