2020-06-09 06:54:36
United states
No
No
Job details »
Company Description
FireEye is the leader in intelligence-led security-as-a-service. Working as a seamless, scalable extension of customer security operations, FireEye offers a single platform that blends innovative security technologies, nation-state grade threat intelligence, and world-renowned Mandiant® consulting. With this approach, FireEye eliminates the complexity and burden of cyber security for organizations struggling to prepare for, prevent, and respond to cyber attacks. FireEye has over 7,500 customers across 67 countries, including more than 50 percent of the Forbes Global 2000.
The Business Applications team is critical to the success of FireEye! This team is made up of talented individuals with varying degrees of functional and technical experience and which serve as trusted advisors to our business stakeholders. The team has responsibility for all internal applications across Sales, Marketing, Finance, Accounting, HR, Support, Operations, Product and Engineering, as well as the FireEye.com external facing website and other key external portals. This responsibility encompasses core systems spanning Salesforce, Oracle, Workday, BI, and other 3rd party applications. The team takes ownership and accountability for solving business problems in order to contribute to our ONE TEAM culture.
The Salesforce Technical Support Analyst is an IT professional in the Business Applications Team. In this role, you will be a versatile resource who has a passion for technology, strong communication skills, enjoys solving business problems and interacting directly with business users.
What You Will Do:
- Ownership and management of Salesforce Production Support Queue (production support)
- Troubleshooting customer issues with customers directly either via email or on the phone
- Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards
- Development of knowledge articles and end-user training guides for new feature releases
- Maintain service level agreements and high customer satisfaction scores
- Reach out to vendor support if necessary
- Provide training on new functionality/ features deployed
- Work closely with the Development team for root cause analysis and correction
- Assist in User Acceptance testing for Incidents & Enhancements
- Support the release management processes
- Strong experience supporting a Sales Cloud implementation with the Salesforce CPQ package is preferred
- Sales and Service Cloud functional and technical knowledge
- Experience with Customer Communities is a plus
- Experience performing configuration in Salesforce Lightning Experience
- Experience with data management tools such as DataLoader
- Great analytical, critical thinking and problem-solving abilities
- Strong understanding of incident management, change management and release management processes
- Experienced in the migration of components using Ant Migration Tool
- Self-motivated, ability to prioritize workload and assist where needed without direction
- High level of attention to detail, excellent organizational skills, ability to multi-task
- Analytical problem solver
- Excellent communication skills, both written and verbal
Additional Qualifications:
- Minimum 3 years of experience working with an enterprise Salesforce deployment
- Certified Salesforce Administrator
Additional Information
At FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. Requests for accommodation due to disability can be sent directly to [email protected].
