CRM Support Engineer, Salesforce

Remote

The database market is massive (IDC estimates it to be $121B+ by 2025!) and MongoDB is at the head of its disruption. At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

MongoDB is seeking a Salesforce support Admin for CRM Support team who is a proactive individual that can help us continually improve and enhance our Salesforce platform, gathering requirements and feedback, designing scalable best practice solutions, and managing the product road map. The Salesforce Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority.

We are looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, in order to quickly identify areas of improvement. The Salesforce Administrator should be comfortable with change management and governance, as well as communicating, prioritizing and managing all aspects of a Salesforce project. The ideal candidate will be liaising with stakeholders at all levels, with the ability to communicate technical information into layman’s terms, clearly explaining design/logic options and their potential impact.

Responsibilities

  • Provide system administration L1/L2 support of Salesforce environment, including to customized applications, user permissions, security settings, custom objects, workflow and data updates (60% of the day to day work)
  • Responsible for maintaining CRM systems including updates, enhancements, building reports, managing dashboards, workflows and security
  • Should be able to manage deployments and versioning via deployment tools and manage Ci-CD pipelines
  • Manage the process of implementing improvements and new functionality in the SFDC application
  • Deliver support and solutions for break/fix issues
  • Investigate integration issues and work closely with members in Operations, Development and Admin teams
  • Effectively communicate and build rapport with team members, stakeholders and business partners using a variety of techniques and collaboration from initiation to close. Resolve conflicts/issues of medium complexity and escalate to others as appropriate
  • Create and maintains documentation related to important support processes
  • Demonstrated ability to react quickly, lead and perform exceptionally during critical events
  • Seek out ways to utilize SFDC to improve processes and productivity, and make recommendations to support an organization scaling at a rapid pace
  • Lead and mentor new team members to bring them up to speed
  • Work together with Technical staff to develop integration and migration requirements and custom extensions or functionality to existing business applications when needed

Qualifications

  • Bachelor's degree in Computer Science, Information Systems, or equivalent
  • Experience working with an industry recognized CRM platform (Salesforce.com is a plus)
  • Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitor daily business operations
  • 3-6 years of experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
  • Functional knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
  • Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management.
  • Development experience in Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services and Lightning components development (Aura and LWC)
  • Previous experience working in a SCRUM or agile environment is a plus
  • Experience integrating Salesforce with other applications (Informatica Cloud/Dell Bhoomi/Mulesoft)
  • A proactive attitude and demonstrates continued personal/professional development 
  • Experience in deployment, versioning, Devops tools preferably Gearset

This role can be based out of our Gurugram/Bengaluru office or remotely in the India region.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

"MongoDB is an equal opportunities employer."

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