Senior Principal Technical Support Specialist

Experience with mission critical software applications is required, and a willingness to use your technical competence to engage on Priority one customer issues across all time zones is required. Bachelor's Degree in CS or EE or related field or equivalent experience 7 years hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred) 7 years hands-on experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript 7 years of experience Coding, testing and debugging applications programs. 7 + years Information Technology experience, with at least 3+ years in SFDC 5+ years Development experience with any other language like Java or iOS will be an advantage 7 years of experience in providing technical product support solutions for customers 7 years of experience of providing support solutions for customers 7 years of Information Technology experience. 7+ years of Salesforce work experience is mandatory. 7+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile Salesforce Administration certification ADM201, ADX201 and SF Service Cloud and / or SF Field Service & App Developer certification 5 years hands on skills in Force.Com basic constructs such as, Objects, Custom objects, Workflow etc.,VF Pages, Managed packages Exposure to SFDC cloud computing platform 7+ or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications and or the equivalent number of years supporting/implementing FS applications Working knowledge in APEX and VF Page 5 years of experience with mentor, coach and training technical teams on the use and administration of products either in a support function or in an end user solution consulting role. Strong troubleshooting skills Excellent communication skills, both written and verbal Expertise in writing knowledge articles, technical documentation and training guides for technical support and or end users/customers Ability to work in a globally distributed team environment, liaising with on-site teams and customers. Must be able to work in a remote environment. Ability to adjust your work schedule to cover extended hours and weekends. Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences Monitor key industry technology shifts in mobile, cloud, security, operating systems, programming languages etc. Develop content for the different support and services personas to prepare them for the shift so they are capable of handling the new technology ServiceMax product experience including SVMX101 and 201 certifications Experience with cloud delivery platforms, with AWS experience Working closely with the Technical Support Engineers, assist in the troubleshooting and root cause of customer issues Leveraging your technical competence, you will mentor, coach and train our technical support staff, on the improving their skills, allowing faster case resolution through building highly competent technical support engineers In the event of a Customer Priority one issue, you will work cross functionally with Support and Engineering to quickly reproduce, root cause and determine a resolution for ALL Priority one issues. This may require extended work hours in the event of a customer system outage Identify, track and communicate systemic issues in our product, and work with engineering and product management to align on the resolution, and next steps required, to continually improve the experience and value our customers achieve with the ServiceMax products Advocate with engineering and product, on behalf of Customer Support, Services and our customers, product changes, tools, automation, system checkers etc to improve the experience and success of the ServiceMax products Participate in the development and testing of product solutions necessary to solve customer issues Analyze and Debug managed package/applications in SFDC Understand Product Features (both GA and RA) in a manner than you can train technical support on how to use and support the features, in addition to the ability to communicate to customers the business value. Troubleshooting any production critical issue Willingness to travel to customer locations worldwide on an as-needed basis Work with Product management team as SME (Subject Matter Expert) Interacting with Product and Engineering (Architects and Development) teams to understand the new developments and providing inputs for product enhancements