Salesforce Sr Principal Salesforce Developer/Support Engineer LWC/Integration 

India, Telangana 

63186265

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Job Details

About HerokuHeroku operates the world’s largest PaaS cloud, continuously delivering millions of apps with 6+ million container deployments, 16+ billion routing requests, and 10+ terabytes of application logs per day. Heroku creates compelling and powerful developer experiences that are delightful to use. Our vision is for developers to focus on their applications and leave operations to us.

• Design, develop, and implement Service Cloud solutions, including custom objects, workflows, approvals, and integrations with other systems.
• Serve as the subject matter expert on Service Cloud best practices and industry standards.
• Assist customers in troubleshooting their custom code, integration, and implementation.
• Debug, troubleshoot, and ensure customer satisfaction and resolved cases.
• Lead the implementation and ongoing optimization of Service Cloud features such as case management, knowledge base, and customer portals.
• Develop and maintain detailed documentation, knowledge base articles, and troubleshooting guides to empower both customers and the support team, thereby improving our overall support experience.
• Utilize top-notch troubleshooting techniques and all available tools and systems within the development organization to identify and resolve issues.
• Identify root causes, propose test cases, and suggest code changes to fix problems.
• Mentor internal support teams on technical issues and best practices.
• Build relationships with other teams across Customer Service, Development, and Site Reliability as a technical expert.
• Analyze and understand how customers are using the platform and help drive continuous improvement of the offering based on that. Analyze customer support data to identify trends, root causes of issues, and opportunities for proactive support.
• Deliver presentations highlighting metrics, trends, and success stories to Leadership + stakeholder teams.

• Bachelor’s or Master’s degree in Computer Science or a related Engineering field, or equivalent work experience with demonstrated proficiency.
• At least 7-8 years of experience in a software development environment.
• Proven experience in designing and implementing complex Service Cloud solutions.
• Developer-level technical skills along with a strong desire to interact with customers, support teams, and management on high-profile issues critical to the long-term success of the company.
• Exceptional debugging, troubleshooting, and problem-solving skills.
• Ability to learn quickly and be productive in a highly collaborative, fast-paced environment.
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations and documentation of knowledge.
• Knowledge of distributed systems and how organizations deploy and maintain distributed applications and services on the cloud.
• Prior experience in collaborating with multi-functional teams like Product and Engineering, and being the customer’s voice to offer feedback and improve the product.
• Ability to take complex problems and break them down into smaller tasks.
• Willingness to learn new technologies.

• Extensive experience building and configuring robust Service Cloud solutions for customer support teams.
• Deep understanding of Service Cloud features and functionalities. Strong experience with Salesforce APIs (REST, SOAP, etc.) and integration technologies.
• Experience with Service Cloud Lightning and its components.
• Solid understanding of Salesforce architecture, data model, and security.
• MVC Framework: Strong understanding of theModel-View-Controller(MVC) architectural pattern.
• Basic knowledge of Marketing Cloud functionalities (desirable)
• Ruby on Rails: Experience with Ruby on Rails framework (desirable).
• JavaScript: Proficiency in JavaScript, including DOM manipulation, AJAX, and working with APIs (desirable).

• Expected to participate in an after-hours on-call rotation to support highly critical incidents as needed.
• This role requires working in shifts, IST or EMEA (12:00 Hrs - 21:00 Hrs IST). Shifts can change based on business requirements.

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