This is a fully remote position, open to applicants in Oregon, +1 more state.

📋 Description

• Coordinate, facilitate, and lead critical technical investigations stemming from significant Salesforce product launches, platform issues, and intricate dependency challenges.

• Convert technical obstacles into actionable plans and manage cross-functional collaboration among partner engineering leaders, Tier 3 Support, Developer Escalation Teams, and Core R&D.

• Ensure clear and proactive communication throughout the issue resolution process.

• Oversee a portfolio of designated ISV partners.

• Engage in pooled escalation coverage for urgent and highly visible partner issues.

• Collaborate with Partner Account Managers, serving as the technical lead for shared named accounts.

• Advise partners on Scratch Orgs, Partner Business Orgs, and Large Data Volume test organizations.

• Represent partner interests across Technology, Product Management, and Technical Support teams.

• Address ongoing bottlenecks and alleviate disruptions affecting customer experiences on the platform.

⛳️ Requirements

• Demonstrated experience as a Technical Support Engineer, Partner Operations specialist, or Technical Account Coordinator within the Salesforce ecosystem.

• Strong understanding of navigating internal Salesforce resolution pathways, including Tier 3 Support and Product/R&D teams.

• Knowledge of the AppExchange partner lifecycle.

• Capability to comprehend complex technical architectures, metadata dependencies, and platform release dynamics without requiring hands-on development skills.

• Outstanding stakeholder management abilities.

• Capacity to remain calm and de-escalate high-pressure situations.

• Proficient in conveying status updates clearly to executive partner contacts and internal leadership.