As Simpplr evolves, we are seeking individuals who can support our implementation team in the delivery of high-quality solutions to our customers. Simpplr is seeking to hire an experienced engineer to work with customers during the implementation phase to setup/configure their accounts and provide guidance and troubleshooting for any technical issues encountered including configurations, integration to external storage and other 3rd party applications. You will have extensive experience with Salesforce and applications built upon the Salesforce platform. Ideally, you will have a professional services background and experience in systems integration. Certification as a Salesforce Admin is a distinct advantage.

This role will appeal to individuals who have a background in integration and are interested in a fast-paced, high growth SaaS company. Customers will look to you to provide technical guidance and direction. Communication skills and the ability to empathize with customers is extremely important. You will be a member of a team, but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers.

Your Job Responsibilities

What you will be doing:

  • Function as the project technical SME for customer onboarding projects
  • Responsible for meeting the budget set forth by the Simpplr project Manager
  • Work with Simpplr Project Manager to gain approval in advance for any variance in the project plan (e.g. schedule) and/or the provision of any services not explicitly documented in the SOW (e.g. additional deliverables, meetings etc)
  • Research, troubleshoot and diagnose technical issues experienced by Simpplr customers during implementation
  • Promptly escalate unresolved issues to appropriate internal teams
  • Work with internal Engineering and Product Management teams in resolution of issues and providing input on product enhancements
  • Logging and responding to issues using appropriate management tools (Jira and Zendesk)
  • Build positive and empathetic relations with customers
  • Contribute to Simpplr efforts to maintain a high Net Promoter Score (NPS) on implementation
  • Provide prompt and accurate feedback to customers
  • Provide advice and guidance to customers in the use of Simpplr features and functions for the development of Customer built custom integrations
  • Advice Customers on the use of SImpplr APIs
  • Author custom scripts and/or one off programs to facilitate Customer onboarding to the Simpplr platform
  • Support migration of customers legacy content into Simpplr
  • Serve as a trusted advisor by providing recommendations and sharing best practices
  • Educate customers on how to set up SSO (ADFS, Azure, Okta, OneLogin, Google SAML, etc) and 3rd party integrations (i.e., SharePoint, Confluence, Google Drive, Slack, Box…etc.,)

Your Skillset

What makes you a great fit for the team:

  • 5+ years in SaaS professional services
  • 2+ years experience on the Salesforce application and/or applications built upon the Salesforce platform  and/or SaaS applications built on AWS
  • Experience working with Salesforce Data Loader or Workbench
  • Experience working with Developer Console
  • Experience working with/creating custom Salesforce reports
  • Experience implementing integrations between applications via API’s
  • Proven work experience, onboarding customers to a SaaS platform (preferably Salesforce or AWS)
  • Solid working knowledge of REST API, APEX, JS, CSS, HTML, JSON. XML, SAML
  • Experienced with SSO (i.e OKTA, AD)
  • Experienced in using SaaS-based project tools (Jira, Zendesk, Teamwork)
  • Supported various segment sizes: SMB / MidMarket / Enterprise Customers
  • Proven ability to clearly document and communicate technical concepts to both technical and non-technical audiences, including but not limited c-Level personal
  • SSO Certification desired but not required
  • Familiar with File management solutions such as SharePoint, Box, Drop  desired but not required
  • Security Certification desired but not required

We’d especially like to hear from you if:

  • You are a customer-focused technical expert who is responsible for executing and delivering our customer success offering. You are technically competent, business-oriented, and highly customer-centric
  • You can easily communicate complex technical concepts to non-technical us
  • Specifically looking to join an early start-up: for the opportunity and the culture
  • Enjoy helping customers with detailed product questions but also like to strategize with customers on big picture solutions
  • You have a good energy that contributes to a positive work environment and a great customer experience
  • Like to multi-task and can switch gears between different types of customers and different type of activities
  • You proactively implement/execute on new ideas when you see something can be improved or created
  • You enjoy working with different functional groups both internally and externally as you can appreciate each role and bring different perspectives into your discussions

Our job titles may span more than one career level. The starting base pay for this role is between $80,000 – $120,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.

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