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Lead Support Engineer (Application)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
India

Offer summary

Qualifications:

2+ years of experience with Salesforce and PSA systems (Certinia/FinancialForce preferred), Salesforce Administrator certification required; Salesforce developer and Salesforce App Builder preferred, Strong understanding of force.com data model and PSA processes, Proven track record of solving complex technical issues and leading cross-functional teams..

Key responsibilities:

  • Lead the end-to-end customer experience and coordinate resolution of critical technical issues.
  • Research, document, and prioritize customer issues while managing time effectively in a fast-paced environment.
  • Provide advanced technical support and ensure customer satisfaction is achieved.
  • Design, develop, and implement customized solutions on the Salesforce platform, while mentoring team members.

Hitachi Vantara logo
Hitachi Vantara Large https://www.hitachivantara.com/en-us/home.html
5001 - 10000 Employees
See all jobs

Job description

Our Company
 
We’re Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We’re crucial to the company’s strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.
 
Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.
 
Imagine the sheer breadth of talent it takes to unleash a digital future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

 

The role:

  • Lead the complete end-to-end customer experience. Coordinate and run the resolution of critical technical issues, ensuring timely and complete 2. 2. 2. problem solving to technical challenges and business issues.
  • Demonstrate the ability to research, document, and prioritize customer issues, using internal tools and escalation teams as vital, as well as prioritizing and managing time effectively in a fast-paced environment.
  • Raise issues to Product Engineering, when required. Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers.
  • Provide peer mentorship to team members through a Swarming framework. Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
  • Provide advanced technical support while ensuring that customer satisfaction is achieved
  • Experiencing designing and implementing high-scale distributed systems
  • Responsible for designing, developing, testing, and implementing customized solutions on the Salesforce platform by utilizing Apex coding, Visualforce, and Lightning components to meet specific business needs.
  • Investigating and resolving complex technical issues reported by users.
  • Debugging production code to identify root causes of bugs and system errors.
  • Providing detailed technical explanations to users with varying levels of technical expertise.
  • Managing support tickets and ensuring timely resolution.

 

What you’ll bring:

  • 2+ years of experience working with Salesforce and PSA systems (Certinia/FinancialForce experience preferred).
  • Salesforce Administrator certification required; Salesforce developer and Salesforce App Builder is preferred.
  • Strong understanding of force.com data model
  • Understanding of PSA processes, including resource management, project tracking, and time entry.
  • Experience with integrations, Apex, Visualforce, and Lightning components is a plus.
  • Proven track record of solving complex technical issues and leading cross-functional teams.

 

 
About us
 
We’re a global, 1000-strong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We’re curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you’re not just another employee; you’re part of a tradition of excellence and a community working towards creating a digital future.
 

#LI-RR1

 

 

Championing diversity, equity, and inclusion   

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.   

How we look after you  

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.   

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SalesforceApex CodeVisualforceSalesforce DevelopmentWeb AppBuilderCalculusFinancialForceCeloxis (Project Management Software)

Other Skills

  • Problem Solving
  • Mentorship
  • Time Management
  • Teamwork
  • Communication
Are you interested?

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