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Company

Sitetracker · 10 hours ago

Release Engineer

Denver, CO

Full-time

Remote

Mid Level

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Cloud InfrastructureInformation Technology

H1B Sponsor Likely

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Responsibilities

Leverage Salesforce Administration Expertise Daily: Utilize your deep knowledge of Salesforce administration to enhance daily operations and contribute to team efforts

Customer Collaboration: Engage directly with external customers to understand, replicate, diagnose, and resolve technical or configuration issues throughout the upgrade process

Content Creation: Develop instructional videos and comprehensive documentation that guide customers toward a successful upgrade experience

Responsive Communication: Efficiently manage customer inquiries through virtual meetings, email correspondence, and case logs, ensuring timely and precise responses

Effective Communication Skills: Communicate clearly and listen attentively during virtual meetings and in all written communications, ensuring understanding and effective dialogue

Detailed Documentation: Consistently record discussions and solutions in a clear and concise manner to ensure accuracy and clarity for future reference

Professional Composure: Maintain calm and composed interactions, swiftly and effectively responding to customer needs, even in high-pressure situations

Simplify Complex Concepts: Explain complex technical concepts in a straightforward and relatable manner that aligns with customers' business needs

Collaborative Teamwork: Work independently as well as collaboratively with other release engineering staff, quality assurance, engineering, sales, marketing, operations, and administrative teams to resolve issues related to upgrade configurations

Flexible Scheduling: Be willing to work flexible schedules, including evenings, weekends, or holidays, to meet project demands and customer needs

Community Engagement and Knowledge Sharing: Develop and review content for the community and knowledge base, helping to foster an informed and engaged user base

Develop Sitetracker Expertise: Gain proficiency in the Sitetracker product and achieve Sitetracker Certification to enhance your technical capabilities

Optimize Customer Support Tools: Create and refine project templates, reports, and dashboards to effectively troubleshoot issues and guide customers through complex processes

Expand Salesforce Skills: Enhance your understanding of Salesforce by completing Trailhead training modules and continuously building upon your existing knowledge

Adhere to Upgrade Protocols: Follow the established Upgrades playbook and process meticulously to ensure that all procedures are correctly implemented

Enhance Knowledge Base: Actively learn and document common customer upgrade requests to augment our Upgrade team’s knowledge base and improve service efficiency

Innovate and Improve Processes: Work with Upgrade automation tools to identify and implement areas of improvement, enhancing operational effectiveness

Collaborative Problem Solving: Collaborate with software engineering, hosting services, and peers to address complex configuration and technical code issues during the upgrade process, ensuring constant communication and updates with the customer

Maintain Active Customer Communication: Serve as a continuous line of communication to customers, providing timely updates and follow-ups on all upgrade requests to ensure clarity and satisfaction

Effective Triage and Coordination: Understand key support role concepts to effectively triage requests and coordinate with the appropriate internal teams for rapid resolution

Customer and Peer Training: Train customers and peers on utilizing and configuring features within the Sitetracker product, enhancing their understanding and efficiency

Advanced Configuration and Troubleshooting: Utilize Salesforce and Sitetracker capabilities to configure, troubleshoot, and develop workarounds for issues that arise during customer upgrades

Process Improvement: Actively contribute enhancements to our growing playbook and processes, aiming to continuously improve the customer experience

Knowledge Leadership: Serve as a key source of knowledge and guidance for team members, offering support related to upgrades and ensuring best practices are shared and implemented

Innovative Contributions: Provide the product team with upgrade enhancement ideas, helping to refine and improve the core functionalities of our products to enable faster and more efficient upgrades

Guidance on Best Practices: Understand critical customer functions and provide expert guidance on best practices to ensure optimal use of our platform and customer satisfaction

Collaborative Training: Work alongside new analysts, developers, and admins to impart training on best practices, ensuring a high standard of professional development and expertise

Knowledge Development: Enhance the Sitetracker Knowledge Base by creating and sharing best practices, tips, and training scripts/documentation to guide customers in the proper administration of their environments

Decision-Making Autonomy: Exercise autonomy in making critical decisions that influence upgrade enablement and overall project success

Standardize Release Practices: Collaborate with other Release Engineers to develop and enforce best practices that ensure a consistent and reliable release experience for customers

Lead Educational Initiatives: Conduct internal training sessions on the latest features introduced in the Salesforce and Sitetracker platforms, keeping the team up-to-date and proficient

Professional Growth: Engage with various teams to continuously enhance your skills and grow within the Salesforce and Sitetracker ecosystems, ensuring you remain at the forefront of technological advancements

Analytical Problem Solving: Identify recurring symptoms, patterns, and effective solutions to address and preempt future customer upgrade challenges

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Salesforce AdministrationContent CreationSalesforce SkillsUpgrade ProtocolsProcess ImprovementTraining SkillsAnalytical Problem SolvingDetailed DocumentationCollaborative TeamworkInnovative ContributionsProfessional Composure

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