Software Development Engineer III - Gainsight

About the job

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

The Software Development Engineer (SDE) serves as a primary contact for any questions related to how IT systems work from both a business and technical perspective in Gainsight & Salesforce.  The SDE will support business operations by resolving production issues and completing work requests in a scrum environment.  The SDE partners with business liaisons/PO/PM to help translate software requirements into technical specifications and partners with Business Systems Analysts and QA analysts to develop logical technical processes. The SDE also performs basic cost-benefit calculations, interdependency analysis, and prioritization exercises related to systems changes. The SDE has extensive experience in the analysis of complex business problems, determining appropriate systems solutions within Gainsight and other platform integrations. Provides project management of different groups to achieve results.  Provides experienced technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and improve work efficiency.

This position provides production support for Services Applications. In this position, you will work with cross functional IT and business teams to troubleshoot problems, propose solutions, and apply fixes to quickly resolve issues or restore service. Additionally, this role will look for opportunities to improve operational efficiency, or improve customer experience. This position also partners with IT delivery teams to create or enhance Gainsight solutions on the Gainsight NXT platform and transition capabilities to IT Operations.

Primary Responsibilities

Release / Project Support (40% of time)

- Analyzing, designing solutions, developing an approach, driving the development of the solution with the developer and managing/maintaining solutions built on the Gainsight and Salesforce.com platform (Should be willing to do hands-on development if need be).

- Perform testing on Salesforce platform applications.

- Drive Development, test, manage the implementation of features and maintain application software working with established processes.

- Communicate effectively with developers, business, and QA teams.

- Identify opportunities to fine-tune and optimize applications of developed projects and processes.

- Provide technical support and consultation for application and infrastructure questions.

- Ensure that the work delivered by the team is of high quality by performing testing/validation and owning the functional area assigned.

- Work with business users to prioritize production issues for resolution

- Ensure that all documentation has been updated and that work product meets compliance requirements.

Application Expertise (30% of time)

- Function as a sub-team lead and Gainsight technical and business process SME.

- Experience working with Customer Success and Customer Service teams.

- Working independently, and in support of the Business Analyst team, contributes to the definition and documentation of functional requirements surrounding complex business issues.

- Works with users to understand their complex application requirements in order to design, document, and deploy configurations, enhancements and integrated solutions that meet F5 business needs.

- Manages relationships with external service providers, as needed.

- Responsible for mentoring and developing less senior analysts.

- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

- Performs other related duties as assigned.

Production Support (30% of time)

- Following F5’s incident management processes monitor incoming production support ticket queues, resolve modest to high complexity tickets, assign other tickets to analysts as needed.

- Research and resolve ongoing Application/Data issues in production while working to improve F5’s incident management processes.

- Partner with Development Team(s) to help identify, test and deploy recommended fixes/patches.

- Lead troubleshooting and root cause determination and proactively identify opportunities to prevent service interruption.

- Ability to resolve issues quickly and accept responsibility for the resolution.

- Troubleshoot technical issues related to Gainsight and Salesforce Administration.

- Engage business and extract details that may be unclear as issues are described.

- Engage the appropriate IT teams and third-party vendors during service interruption issues to ensure quick resolution.

- Lead critical incident troubleshooting efforts of cross functional teams and third-party vendors to drive resolution of service interruption.

- Responsibility, at a high level, includes application availability, reliability, and stability on a 7 x 24 x 365 basis.

- Ensure timely resolution of all production issues meeting or exceeding SLAs.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job.  However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills and Abilities

- Expertise with Custom Objects, Rules Engine, Data Designer, Journey Orchestrator, Renewal Center, Scorecards and Gainsight Surveys.

- More than three (3) year Gainsight platform knowledge and experience.

- Ability to explore new features in Gainsight platform, thus applying them to resolve and improve the productivity of current CSMs way of working.

- Basic to intermediate coding experience in Python for AI/ML workflows or agent integration.

- Practical experience developing AI-powered agents or automation solutions integrated into business processes.

- Proficiency in developing and deploying intelligent agents for customer service or success workflows through Gainsight or Salesforce cloud platforms.

- Understand and have experience with the different Integration Patterns for Salesforce and the appropriate one to utilize.

- To use and explore the new out of box metata deployment options available in Gainsight platform for release management.

- Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs).

- Recommended three (3) years of Salesforce.com configuration and administration.

- Understanding of Customer Success.

- Understanding of Application Lifecycle Management and Agile Project Management.

- Very strong analysis/troubleshooting skills, strong partnering/relationship building skills.

- Self-motivated and discipline to meet deadlines with speed, accuracy and professional attitude.

Qualifications

- BS/BA or equivalent work experience

- More than three (3) year Gainsight platform knowledge and experience. Gainsight NXT knowledge and experience preferred.

- Gainsight NXT Administrator Certified, a plus.

- Understanding of SQL Programing language, a plus.

- Tableau experience a plus.

Physical Demands and Work Environment

- Duties are performed in a normal office environment while sitting at a desk or computer table.

- Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

- Duties may require being on call periodically or working outside normal working hours (evenings and weekends).  Duties may require the ability to travel via automobile or airplane, approximately 5% of the time spent traveling.

- Job may be performed on-site at a customer facility or data center, or in an office environment sitting at a desk or computer table.

F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com ) .

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates . Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com .