Job Description
Reference #: JR100788
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Job CategoryProducts and Technology Job Details
Production Support - Customer Centric Engineering
Location: San Francisco
About Mulesoft, a Salesforce Company
MuleSoft makes it easy to connect the world's applications, data and devices. We provide a flexible, unified software platform that enables organizations to easily build application networks using APIs - the digital glue that allows applications to talk to each other and exchange data. MuleSoft is at the heart of the applications and services you use every day, like Netflix, Spotify and Salesforce, from Global 500 corporations to emerging companies in more than 60 countries.
Job Details:
Join a high impact Mulesoft engineering team that delivers Customer Love by solving the toughest technical customer escalations fast and champions trust strategy throughout the company.
At Mulesoft, trust is our #1 priority. Our cloud applications handle billions of transactions each day for companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a Customer Centric Engineer within R&D you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.
What you'll be doing:
* Using your Java, database, Cloud infrastructure, and API frameworks skills to solve critical customer technical escalations to R&D from our Technical Support organization in a timely manner
* Work together with Technical Support team on alleviating customer from current issue they face
* Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code * Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams
* Providing timely information to customer facing teams to improve overall customer satisfaction
* Mentoring Technical Support on technical issues and best practices
* Building relationships with other teams across Customer Services, R&D, and data center operations as a technical expert
* Provide expert opinion as R&D when required during an incident.
* Championing Support and Debug initiatives throughout R&D
What we're looking for:
* Developer-level technical chops along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company
* Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits
* Unparalleled troubleshooting and problem-solving skills
* Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
* Bachelor's Degree. BS or MS in Computer Science preferred.
Required Technical Skills:
* Fluency in an object oriented language; Java preferred
* Experience with a known IDE: Eclipse or IntelliJ
* Prior experience building tools, frameworks to automate product functionality, building API driven applications and CI/CD pipelines
* Familiarity with core web technologies: HTTP, JSON, REST, XML
* Experience using Linux environments and Cloud technologies
For Colorado-based roles: Minimum annual salary of $121,800. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link:
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Accommodations
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Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
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