Responsibilities:

•    Respond to and troubleshoot customer support inquiries related to Trailhead trails, modules and superbadges. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

•    Seek opportunities to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Trailhead community.

•    Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

•    Coordinate with Product Management, Content and Marketing teams in identifying, reporting, and resolving product issues.

•    Support the Trailhead help team as needed for program development and additional projects.

•    Work during AMER hours (Eastern/Pacific Standard Time - 5.30 PM/8.30 PM IST onwards depending on Day Light Savings Time), work hours can change depending on Business requirements 

Required Skills/Experience:

•    BA/BS degree in a technical field preferred with a strong academic record.

•    2-5 years of experience in engineering / programming work experience. 

•    Visualforce, Apex code, Lightning components, Lightning web components, VSCode, Salesforce DX, packaging and deploying using ANT tool, building web services, with an ability to communicate technical concepts clearly and effectively.

•    Hands on experience in integration(REST and SOAP) and JavaScript.

•    Understanding of database concepts and data management (RDBMS) and SQL.

•    Programming abilities in one or more of the following languages: Java, PHP, Python, Ruby, .NET, and Perl.

•    Highly organized with excellent attention to detail.

•    Excellent written and verbal communication skills. Proven history of strong phone/email/chat contact handling skills and active listening, with an ability to adapt/respond to customer of different regions.

•     Proven ability to meet project timelines with quality results.

•    Proven ability to understand complex processes and problem-solve.

•    Ability to learn new tools and processes quickly and apply skills to projects.

•    Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate time required to complete projects and meet deadlines; ability to report on progress against tasks and projects

•    Knowledge of Microsoft Excel, Word, and PowerPoint.

•    Knowledge of cloud-based applications and web meeting / video conference applications.

Desired Skills:

•    Previous experience with Salesforce.com CRM and its technologies.

•    Prior experience in customer support domain. 

•    Passionate about educating the world with Trailhead.

•    Trailhead Ranger status, preferably with the majority of badge completions in the programmatic domain

•    Completion of Superbadges would be an addition. 

•    Good to have skills on MuleSoft, Marketing cloud and Heroku.

•    Salesforce Administrator, Salesforce Developer and Salesforce Platform Developer certified.