Senior Technical Support Engineer-Mulesoft

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Job Details

• MuleSoft's Customer Support team is looking for talented individuals with a passion for researching complex technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.
• As a member of the Support team, you will leverage advanced technical expertise to resolve complex platform-related issues affecting customers. As a Senior Technical Support Engineer expert, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams.
• You'll find yourself researching new technologies every day, including Web Services, HTTP, JMS, JEE application servers, and many types of Enterprise Software. This role will give you an opportunity to build expertise and fast-track your career toward customer-facing technical roles, and your successes will have an impact across the company.
• Work Hours: The candidate primarily needs to work east coast hours. However, We are a 24x7 Support Hub, the candidate hence needs to be ready to work any shift based on business requirements.

Role 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.

Role Requirements:

• 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 Requirements:

• 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.

What you'll need to be successful:Industry relevant experience:

• 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.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.