Hitachi Digital Services
Lead Support Engineer (Application)
The role:
- Lead the complete end-to-end customer experience. Coordinate and run the resolution of critical technical issues, ensuring timely and complete 2. 2. 2. problem solving to technical challenges and business issues.
- Demonstrate the ability to research, document, and prioritize customer issues, using internal tools and escalation teams as vital, as well as prioritizing and managing time effectively in a fast-paced environment.
- Raise issues to Product Engineering, when required. Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers.
- Provide peer mentorship to team members through a Swarming framework. Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
- Provide advanced technical support while ensuring that customer satisfaction is achieved
- Experiencing designing and implementing high-scale distributed systems
- Responsible for designing, developing, testing, and implementing customized solutions on the Salesforce platform by utilizing Apex coding, Visualforce, and Lightning components to meet specific business needs.
- Investigating and resolving complex technical issues reported by users.
- Debugging production code to identify root causes of bugs and system errors.
- Providing detailed technical explanations to users with varying levels of technical expertise.
- Managing support tickets and ensuring timely resolution.
What you’ll bring:
- 2+ years of experience working with Salesforce and PSA systems (Certinia/FinancialForce experience preferred).
- Salesforce Administrator certification required; Salesforce developer and Salesforce App Builder is preferred.
- Strong understanding of force.com data model
- Understanding of PSA processes, including resource management, project tracking, and time entry.
- Experience with integrations, Apex, Visualforce, and Lightning components is a plus.
- Proven track record of solving complex technical issues and leading cross-functional teams.
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Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
