Technical Support Engineer

About Salesforce

Salesforce stands as the leading AI-powered Customer Relationship Management (CRM) platform, uniting technology and human collaboration to drive business success. The company champions innovation, ambition, and trust, shaping the future of work through advanced AI tools like Agentforce.

Role Overview

We are seeking an adept Technical Support Engineer to join our Cloud Success Group. This role involves using strong technical expertise to diagnose, investigate, and resolve sophisticated software and platform challenges customers face while using Salesforce.

Responsibilities

• Lead in-depth troubleshooting and resolution of intricate issues concerning software functionality, integrations, APIs, and platform performance.
• Analyze and interpret customer codebases in HTML, CSS, JavaScript, and SQL to identify root causes of problems, without engaging in production coding.
• Provide timely, clear, and professional solutions and expert advice to customers, helping them optimize their Salesforce experience.
• Oversee the entire problem resolution lifecycle, ensuring excellent customer interactions and satisfaction.
• Develop and maintain comprehensive technical documentation, knowledge base entries, and guidance materials to support customers and internal teams.

Required Qualifications

• Proficient technical troubleshooting skills within enterprise software, SaaS environments, or complex integrated systems.
• Ability to read and comprehend technical code structures, including HTML, CSS, JavaScript (or similar scripting languages), and intermediate-level SQL for querying and diagnostics.
• Working knowledge of web services technologies such as REST and SOAP APIs.
• Exceptional verbal and written communication skills capable of translating technical issues effectively for diverse audiences.
• A strong customer service orientation, with experience handling direct customer support and ensuring problem resolution.

Preferred Skills

• Hands-on exposure to Agentforce or Data Cloud platforms.
• Familiarity with specialized scripting languages like AMPScript or Server-Side JavaScript (SSJS).
• Relevant Salesforce certifications.

Additional Information

Salesforce is committed to equal employment opportunity and creating an inclusive, discrimination-free workspace. Reasonable accommodations are available upon request during the recruitment process. The company uses AI tools to assist with candidate evaluation but ensures human decisions prevail.

Applicants are encouraged to limit applications to three roles within 12 months to avoid redundancies.

Join Salesforce to unlock your potential, work with cutting-edge AI technologies, and contribute to delivering exceptional experiences to customers around the world.