Axcient, the leading provider of data backup, business continuity, and disaster recovery services to the SMB market, is looking for a Senior Technical Support Engineer (TSE) to provide technical support to Axcient IT service resellers.

Axcient has been recognized by CRN as one of the 20 Coolest Storage Vendors of 2010, one of Everything Channel’s top emerging vendors for 2009 and 2010, and is well funded by top tier Silicon Valley venture capitalists. We are seeking additional innovative engineers to join us on our mission to build leading-edge data protection & business continuity solutions that change the whole model of the way things have been done by the “Big Guys” of software and storage for the last 15 years.

Position Description

This position reports to the Director of Sales Operations and supports the continued growth of the Salesforce application throughout Axcient. The incumbent will manage multiple tasks and projects simultaneously; own deliverables end to end and will work closely with various business teams to create and build functional operational support through the Salesforce application. This position requires the ability to understand business requirements and processes and build workable solutions in Salesforce. Also required is the ability to work well under pressure to meet ongoing and overlapping deadlines within short time constraints.

Position Duties and Responsibilities

• Support various groups via standard functionality in Salesforce to manage their business processes
• Define technical solutions in Salesforce to support business work processes
• Create design and technical specification documentation
• Create system functional design, configuration and implementation business process documentation
• Manage integrations to Sales Portal, Accounting and Support systems including system test planning and execution
• Contribute on select projects through the development lifecycle: understanding business requirements, implementation, and support
• Drive resolution of all issues that come up during development phase
• Perform unit testing of all configurations made
• Provide project leadership to develop the project plan for each project and to ensure project milestones and deliverables are met
• Clearly communicate project status to key stakeholders throughout entire development process
• Create custom reports and dashboards to collect, analyze, evaluate and report on trends
• Manage operational requests and troubleshoot issues working cross-functionally with Sales, Accounting and Support
• Manage instance to ensure data integrity (updating and cleansing)
• Maintain system metrics to track trends in usage and data integrity
• Develop training material and conduct training of Salesforce to users. Present changes/system enhancements to diverse user groups
• Interface with external consultants and/or developers on various Salesforce projects

Position Requirements

• Salesforce Administrator Certification (ADM 201) preferred
• 4+ years relevant work experience
• 5 - 7 years Salesforce.com or other related CRM systems experience
• BS Degree in Information Science, Computer Science, Software Engineering, Business or other relevant combination of training and experience
• Strong project management experience
• Experience with Java or other Web Based technologies preferred
• Experience designing and implementing Custom Apps preferred
• Experience with integrating applications from within App Exchange desired
• Demonstrated organizational skills and ability to multi-task in a fast-paced environment with competing priorities
• Strong qualitative and quantitative mathematical skills
• Strong understanding of relational databases
• Strong spreadsheet, database management, and data modeling experience
• Demonstrated understanding of business process development and improvement
• Excellent written and verbal communication skills
• Works well in a collaborative and consensus-oriented team environment
• Strong sense of customer focus and the importance of the voice of the customer

Location

To apply please E-mail careers@axcient.com.