About the Company
Salesforce Canada is a leading provider of cloud-based software solutions, empowering companies of all sizes to connect with their customers in new ways. We are committed to innovation, customer success, and fostering a diverse and inclusive workplace. With a strong presence across Canada, we are dedicated to building a team that reflects the global community we serve, offering opportunities for skilled professionals worldwide.
Job Description
We are seeking a highly skilled and experienced Technical Support Engineer (Tier 3) to join our dynamic team in New Glasgow, Nova Scotia. This critical role involves resolving complex technical issues, acting as an escalation point for Tier 1 and Tier 2 support, and collaborating with development and product teams to drive continuous improvement. This position is open to candidates requiring sponsorship, demonstrating our commitment to attracting top global talent to contribute to our Canadian operations.
Key Responsibilities
- Provide expert-level troubleshooting and resolution for complex technical issues, often involving multiple integrated systems.
- Act as a primary escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.
- Collaborate closely with engineering, product management, and quality assurance teams to identify and resolve root causes of issues.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, runbooks, and troubleshooting guides.
- Mentor and provide guidance to Tier 1 and Tier 2 support engineers, enhancing overall team capabilities.
- Participate in on-call rotation to provide support for high-priority incidents outside of business hours.
- Analyze recurring issues and propose preventative measures, system enhancements, or training solutions.
- Manage customer expectations and communication during critical issue resolution processes.
Required Skills
- Minimum of 5 years of experience in a Tier 2 or Tier 3 technical support role within a SaaS or enterprise software environment.
- Deep expertise in operating systems (Linux, Windows Server), networking protocols (TCP/IP, DNS, HTTP/S), and database technologies (SQL Server, Oracle, PostgreSQL).
- Proficiency in analyzing complex system logs, network traces, and application performance data.
- Strong understanding of cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
- Experience with scripting languages (Python, PowerShell, Bash) for automation and data analysis.
- Exceptional problem-solving and analytical skills, with a methodical approach to issue resolution.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to diverse audiences.
- Proven ability to work independently and as part of a team in a fast-paced, high-pressure environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Industry certifications (e.g., AWS Certified SysOps Administrator, Microsoft Certified: Azure Administrator Associate, ITIL Foundation).
- Experience with Salesforce products and ecosystem (Sales Cloud, Service Cloud, Apex, Lightning).
- Familiarity with monitoring tools (e.g., Splunk, Datadog, Grafana) and incident management systems.
- Previous experience supporting global customers across different time zones.
- Demonstrated leadership potential or experience in leading technical projects.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance for you and your family.
- Generous paid time off, including vacation, sick leave, and holidays.
- Robust professional development opportunities, including training, certifications, and conferences.
- Employee stock purchase plan and retirement savings programs.
- Relocation assistance and full immigration sponsorship support for eligible candidates.
- Modern office environment with collaborative workspaces and amenities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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