Senior Salesforce Service Cloud Engineer

Marqeta is looking for talented Senior Salesforce Service Cloud Engineer to join our Business Systems Engineering team. As a Senior Salesforce Service Cloud Engineer, you will be responsible for designing, developing, and implementing customized solutions within the Salesforce Service Cloud platform ensuring efficient customer service operations by building features like case management, knowledge bases, and automation workflows using Apex code and Lightning web components, while also troubleshooting technical issues related to Service Cloud implementations. 

We work Flexible First. This role can be performed remotely anywhere within Greater Toronto Area, Ontario or Vancouver Metropolitan Area, British Columbia, Canada. We’d love for you to join us!

The Impact You’ll Have

• Develop declarative AND programmatic solutions to business requirements in the Salesforce environment.
• Help in the design and architecture of the custom components in the project build.
• Customize Service Cloud features like Case Management, Knowledge Management, Omni-Channel Routing, and Service Console to meet business requirements.
• Implement custom workflows using Salesforce Flow and Process Builder for automation.
• Configure and manage queues, assignment rules, and auto-response rules to ensure smooth case routing and escalation.
• Set up and manage Knowledge Articles, Communities, and Self-Service Portals to empower customers with self-service options.
• Develop and maintain API integrations between Salesforce Service Cloud and internal Marqeta applications.
• Collaborate with integration teams to ensure seamless data flow and synchronization across systems.
• Implement and configure Salesforce Einstein for AI-driven customer service solutions like chatbots, case classification, and predictive routing.
• Ensure Omni-Channel Routing works effectively for managing customer interactions from various channels and improving response times.
• Configure and optimize live chat and chatbots to provide immediate assistance and improve customer satisfaction.
• Monitor system performance and user adoption to identify bottlenecks and areas for improvement.
• Stay up to date with data privacy regulations and ensure that Service Cloud configurations comply with these standards.
• Work closely with cross-functional teams such as Production Support, Cardholder Support, KYC and Disputes to align Service Cloud configurations with business needs and objectives.
• Provide technical expertise and consult on best practices for leveraging Salesforce Service Cloud to improve customer service operations.
• Ensure all changes to Salesforce configurations and customizations are logged, tracked, and documented for SOX audit purposes.
• Perform regular assessments and testing of Salesforce Service Cloud configurations and integrations to ensure they meet SOX and ITGC requirements.

Expectations

• Strong proficiency in Salesforce Service Cloud configuration and customization.
• In-depth knowledge of Salesforce automation tools like Flow as well as integration tools like REST/SOAP APIs and Apex.
• Familiarity with Salesforce Lightning and Lightning Web Components to create a modern, user-friendly interface for customer service agents.
• Expertise in Salesforce Einstein features and AI-driven tools to enhance customer service.
• Ability to troubleshoot and resolve complex issues related to Service Cloud setup, automation, or integrations.
• Strong analytical skills to interpret data and develop meaningful insights from service metrics.
• Ability to optimize workflows, reduce inefficiencies, and suggest process improvements.
• A deep understanding of customer service processes and the ability to translate them into functional Salesforce configurations.
• Focus on creating a seamless and intuitive user experience for both agents and customers using Service Cloud.
• Stay up to date with the latest Salesforce releases and innovations, particularly around Service Cloud, AI, automation, and reporting.
• Be an advocate for new tools, features, and processes that improve efficiency and enhance customer experiences.
• Ability to translate complex technical concepts into easily understandable terms for non-technical stakeholders.
• Provide clear and concise documentation and training materials to ensure knowledge transfer.
• A solid understanding of data security, privacy regulations, and compliance requirements in customer service environments.
• Ensure that all system access, data integrity, and user authorization are compliant with ITGC policies.

Qualifications:

• Master’s Degree or Bachelor’s Degree in Information Technology or related field.
• 6+ years of Salesforce development experience.
• Extensive knowledge of Salesforce primary clouds (Sales, Service & Experience).
• Highly proficient with LWC, Apex, Flows, SOQL.
• Good knowledge of REST and SOAP based Web services, Salesforce event driven architecture.
• Good knowledge of Salesforce Data & Security Model.
• A Salesforce Platform Developer I certification and Service Cloud Consultant certification is considered a strong advantage
• Strong problem-solving skills.
• Systematic thinking and logical skills.

Our (typical) process:

1. Application submission
2. Screening call with Recruiter
3. 45 min Hiring Manager Video Call 
4. Virtual “Onsite” consisting of three 45-60 minute rounds
5. Offer!

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. 

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 107,100 - 133,900.

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

• Multiple health insurance options
• Flexible vacation time
• Retirement savings program with company contribution
• Equity in a publicly-traded company 
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave

About Marqeta

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that.  This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta’s Values

– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy 

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national  origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law. 

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.