Senior Salesforce Support Engineer

Location: Bengaluru

About Work Span

The next era of growth is being driven by business interoperability. Cloud, genAI, solutions combining services and software- more and more, companies outpace their competition not just through building superior products, but by creating stronger partnerships, paths to market, and better business models for winning together. Cloud providers, service providers, tech partners and resellers are teaming up to win more deals together through co-selling.

Work Span is building the world's largest, trusted co-selling network.

Work Span already has seven of the world's ten largest partner ecosystems on our platform and $50B of customer pipeline under active management. AWS, Google, Microsoft, Mongo

DB, Pager Duty, Databricks and dozens of others trust Work Span to accelerate and amplify their ecosystem strategies.

With a $30M series C and backing from world class investors Insight Partners, Mayfield, and M12, Work Span is poised to drive the future of B2B. Come be a part of it.

Join Our Team For The Opportunity To

Own your results and make a tangible impact on the business
Develop a deep understanding of GTM working closely with leadership across sales & marketing
Work with driven, passionate people every day
Be a part of an ambitious, supportive team on a mission

About

The Role

The Technical Support Engineer role is a critical position within the Work Span Technical support team, responsible for providing technical support and guidance to customers and internal stakeholders who utilize Work Span and related applications.

Key Responsibilities

Provide Expert Work Span Technical Support:
You will serve as the primary point of contact for customers and internal teams requiring advanced technical assistance with Work Span Support, integration, customization, and functionality.
Troubleshooting and Issue Resolution:
Investigate, analyze, and resolve complex technical issues reported by customers, working closely with cross-functional teams to ensure problems are resolved in a timely manner.
Proactive Support:
Monitor and analyze customer systems to identify potential issues and risks, providing proactive guidance and recommendations for improvement.
Technical Consultation:
Advise customers and internal stakeholders on best practices, industry standards, and recommended solutions to address their specific business requirements using Work Span functionalities and integrations.
Documentation and Knowledge Sharing:
Maintain accurate and up-to-date records of customer interactions, technical solutions, and troubleshooting steps. Contribute to the creation and enhancement of technical documentation and knowledge base articles.
Collaborate with Cross-functional Teams:
Work closely with Sales, Implementation, Product Management, and Development teams to address customer issues, provide feedback on product enhancements, and contribute to continuous improvement initiatives.
Customer Relationship Management:
Cultivate and maintain positive customer relationships, ensuring a high level of satisfaction and retention through effective communication and exceptional service.
Understanding of technical architecture and data model elements
Continuously expand technical knowledge and expertise in Work Span products.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience working with a related CRM such as Salesforce, Hubspot, AWS, Google administration and configuration.
Strong technical troubleshooting and problem-solving skills.
Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
Strong customer service orientation and the ability to build positive relationships with customers.
Proactive and self-motivated, with the ability to work independently and as part of a team.
Good organizational and time-management skills, with the ability to manage multiple tasks concurrently.
Familiarity with CRM best practices and industry standards is preferred.