Description

Job Title: Product Support Engineer, Salesforce

Sprout Social is looking to hire a Product Support Engineer, Salesforce to the Customer Support team with experience supporting 3rd party solutions in Salesforce. Customer Support at Sprout is entering an exciting time as we look to expand and grow our technical knowledge and skills to support our customers. This role will serve as a Salesforce subject matter expert on Support and an even-keeled escalation specialist for our Tier 1 Support, Product, and Engineering teams to facilitate the overall resolution of customer issues.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions—you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product, and Engineering for training, coaching, and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our careers. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business.

What you’ll do

• Act as a Salesforce Service and Marketing Cloud integration product expert
• Mentor and train Support peers on Salesforce technology
• Investigate, troubleshoot, and reproduce Sprout Social platform escalations from Tier 1 Support
• Discern when to submit escalations to Engineering for further investigation or Product for functionality confirmation

What you’ll bring

We are looking for candidates who are willing to do the extra work, solve the hard problems, and go further for our customers than anyone else. They should be detail-oriented, able to identify patterns, and possess a mind geared toward bigger-picture problem-solving, including having a strong mental index of reported issues and resource search chops. This individual is eager to build strong working relationships and rapport within Support, as well as across Product and Engineering. If you enjoy solving complex customer issues and have a unique mix of Salesforce and escalation support expertise, we’d love to talk to you!

The minimum qualifications for this role include:

• 2+ years of practical experience and comprehensive knowledge of Salesforce Service Cloud
• 2+ years experience providing technical support for software, with experience working in a Tier 2 capacity (SaaS experience a plus)
• Proven ability to be resourceful and creative in troubleshooting, investigation, and questioning techniques

Preferred qualifications for this role include:

• Salesforce Service Cloud certification and knowledge of flows
• Experience collaborating with Product and Engineering to help resolve an escalation or provide feedback
• Basic understanding of API access and data visualization software such as Tableau

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders to deep training on our products and the value that Sprout delivers to our customers
• Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to Customer Support
• Begin to triage and troubleshoot tickets escalated by Tier 1 Customer Support along with starting to escalate tickets to Engineering using Jira
• Learn to use our internal and external troubleshooting tools like system logs, Datadog, Firebase Crashlytics, Facebook’s Graph API Explorer, Chrome DevTools, etc.

Within 3 months, you’ll start hitting your stride by:

• Build connections with members from other teams through active networking and community-building
• Mentor and train Support peers on Salesforce technology and build out our internal knowledge base
• Own escalated issues through ZenDesk and Jira from start to finish
• Isolate and help determine the root cause of an issue through creative troubleshooting, thinking outside of the box, and striving to reproduce issues
• Effectively monitor, manage, and assign severity for tickets escalated to Engineering along with ensuring information is properly communicated between involved parties

Within 6 months, you’ll be making a clear impact through:

• Have your first performance conversation with your manager where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth
• Identify and share feedback related to our Sprout’s Salesforce integration and support tooling
• Strategically and confidently collaborate with Product and Engineering to help resolve or push along an escalated issue
• Demonstrate a strong mental index of escalated issues and resource search chops

Within 12 months, you’ll make this role your own by:

• Consistently exceed expectations in productivity and quality measures
• Approach Product and Engineering interactions and challenges with a solutions-oriented mindset, particularly with high-severity and impact issues
• Challenge the status quo to continually iterate on internal processes and improve interactions with our team
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet.

Of course, what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product, and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

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