Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔
We are looking for a Sr. Salesforce Engineer to join our Go-to-Market Systems Team. In this role you will be responsible for maintaining and supporting all things with our Salesforce instances as well as other tech tools integrated to it. We’re looking for someone passionate in implementing, configuring, troubleshooting and maintaining our business systems. By nature, you're a problem solver and excited to troubleshoot issues that impair our sales / marketing / support processes and enjoy ambiguity.. Your favorite days are the ones where you helped someone solve a technical issue. You should have the ability to uncover deficiencies in our systems, solve them or escalate them properly, and work with other GTM team members and business operations team members to devise long-term scalable solutions.
What will I be doing? 🚀
- Design scalable and high-performance Salesforce solutions that align with business objectives and technical requirements.
- Lead technical architecture discussions and decisions, ensuring solutions are scalable, maintainable, and integrate seamlessly with existing systems.
- Hands-on experience on Apex, Lightning Components,LWC and Flow.
- Work closely with the Platform Architecture team and integrate Salesforce with other enterprise systems and third-party applications using RESTful and SOAP APIs.
- Provide technical leadership and guidance to a team of Salesforce developers and consultants.
- Mentor junior team members, conduct code reviews, and ensure adherence to Salesforce best practices and coding standards.
- Troubleshoot and resolve issues related to Salesforce configuration, customization, and integrations.
- Provide ongoing support and maintenance, including monitoring system performance and ensuring data integrity and security.
- Create, refresh sandboxes and perform data loads into the sandboxes as needed.
- Be able to gather necessary requirements from business stakeholders when needed.
- Provide support on our Salesforce Tier 1 team with issues
- Independently review requests and troubleshoot issues to understand technical deficiencies of the systems, define root causes, and implement proactive resolution.
- Be able to work independently and be self sufficient to go back to the business to gather more information when required.
- Partner with Business Systems Analysts and Admins to debug and diagnose complex defects, conduct root cause analysis, and make resolution recommendations.
What skills do I need? 📖
Salesforce Expertise:
- Extensive experience with in Salesforce development, including Lightning Components, Apex, Visualforce, SOQL, and SOSL
- Proven track record of architecting and implementing complex Salesforce solutions that meet business requirements and scalability needs.
- In-depth knowledge of Salesforce platform capabilities, including configuration, customization, security model, data model, and declarative automation tools (e.g., Process Builder, Workflows, Flows).
Certifications:
- Salesforce certifications such as Salesforce Certified Platform Developer I and II, Salesforce Certified Platform App Builder, and/or Salesforce Certified System Architect (or equivalent) are highly desirable.
Technical Skills:
- Proficiency in Salesforce customization, configuration, flows, Apex,Integration and data management.
Analytical Skills:
- Strong analytical and problem-solving abilities to understand and address complex business requirements.
Other Skills:
- Experience with Salesforce Administration including an emphasis on Sales Cloud
- Experience with 3rd party tools such as Outreach, LeanData, Clari, Gong, Zoominfo, Zuora, Stripe, Ironclad, Docusign, and etc.
- Experience with source control tools such as Gitlab, GitHub,GearSet. Experience with agile methodologies, CI/CD automation and release management tools.
- Experience in maintaining data hygiene of a CRM utilizing Data Loader and/or Demand Tools.
Bonus skills & attributes 🙌
- Exposure to Salesforce CPQ
- Sales, Sales Ops, or Marketing Ops Experience
Benefits 😍
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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