Technical Support Engineer (Remote- US Based)

As a Technical Support Engineer at Togetherwork, your main responsibilities include technical troubleshooting for Salesforce-related issues, direct customer interaction to ensure timely resolutions, collaborating with Product and Engineering for escalations, contributing to internal documentation, and utilizing tools for data handling. Your role will be pivotal in resolving complex product challenges and enhancing the customer experience.

To be a successful Technical Support Engineer at Togetherwork, you should have 1-2 years of experience with Salesforce in support or admin roles. Furthermore, experience in a Tier 2 support position for at least one year and hands-on knowledge of declarative tools, Apex, and Lightning Components is essential. A strong analytical mindset and communication skills are also vital for this role.

A Technical Support Engineer at Togetherwork can expect numerous growth opportunities, including exposure to API integrations, managed packages, and improvements in technical proficiency with popular platforms such as Stripe. Additionally, there is potential for advancement within the company, enhancing your career in the Salesforce domain.

Togetherwork is committed to supporting employee development for Technical Support Engineers by encouraging certifications like the Platform Developer I and Salesforce Administrator certification. The company also promotes knowledge-sharing practices, allowing team members to build expertise collectively and improve customer support.

The salary range for a Technical Support Engineer at Togetherwork is between $65,000 and $70,000 per year. Actual salaries may vary based on experience and performance, and Togetherwork offers a comprehensive compensation package that includes bonuses, vacation time, and paid parental leave.

When answering this question, highlight specific troubleshooting techniques such as analyzing error messages, checking the Salesforce log files for Apex errors, and systematically isolating variables in the environment. Providing a real-life example of a past experience can strengthen your response.

In your response, structure your answer using the STAR method (Situation, Task, Action, Result). Describe the scenario clearly, what was at stake for the customer, the steps you took to resolve the issue, and the positive outcome that followed from your actions.

Detail your experience with Salesforce declarative tools, explaining how you've implemented or modified Flows and Process Builders in previous roles. Sharing insights on how these tools can enhance user experience can illustrate your knowledge effectively.

Emphasize the importance of clear, concise communication and setting expectations for response times. Describe how you keep customers informed throughout the troubleshooting process and how this helps build trust and rapport.

Discuss your approach to prioritization, such as assessing the impact of each issue on business operations and customer satisfaction. Sharing a structured process you utilize can show your organizational skills effectively.

Mention specific tools like Data Loader and Workbench, and explain how and when you've used them in your previous roles. Showcase your hands-on experience to affirm your technical capabilities.

Express your problem-solving approach, such as actively listening to the customer's concerns, conducting research to find the answer, and, if needed, discussing with colleagues or escalating the issue. This shows your resourcefulness and commitment to customer service.

Highlight your belief in teamwork and collaboration, discussing how the role requires close cooperation with Product and Engineering teams to ensure effective resolutions. Share experiences where collaboration led to improved outcomes.

Think about what specifically drew you to Togetherwork, whether it’s the company's values, the opportunity to grow your Salesforce expertise, or the chance to make a real impact on customer experience. Personalize your reasons with genuine enthusiasm.

Demonstrate your understanding by explaining what APIs are, how they facilitate integration between different software platforms, and provide examples of instances when you have worked with APIs. Knowledge of REST/SOAP protocols can also be beneficial.