Technical Support Engineer, Salesforce

• Are you a technical problem-solver who excels at investigating complex software issues and guiding customers to success?
• Technical Troubleshooting Experience: Proven ability to diagnose and resolve technical issues within an enterprise software, SaaS, or highly integrated system environment
• Core Technical Acumen: A solid ability to read and understand code and technical structures, specifically including:
• Practical SQL: Proven ability to write and execute intermediate-level SQL queries for data retrieval, analysis, and diagnostic troubleshooting
• JavaScript (or similar scripting/object-oriented language)
• HTML & CSS
• Familiarity with web services, including REST/SOAP APIs
• Communication: Exceptional written and verbal communication skills, with the ability to articulate complex technical findings clearly and effectively to both technical and non-technical audiences
• Customer Focus: Experience in a customer-facing role with a strong commitment to problem resolution and service excellence
• Mandatory Language Requirement: You must be fully fluent (written and spoken) in French in addition to English
• Desired Skills (A Plus, but not required)
• If you are ready to combine your passion for solving complex technical puzzles with a focus on world-class customer support, we encourage you to apply!

Desirable

• The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all
• Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce
• Team: Cloud Success Group
• We are seeking a Technical Support Engineer to be a pivotal member of our Cloud Success Group
• In this role, you will apply your strong technical acumen to troubleshoot, analyze, and resolve challenges for clients utilizing Salesforce Marketing Cloud
• This is an opportunity to be the definitive technical expert, ensuring our clients achieve seamless and successful outcomes with their SFMC implementations and integrations
• Expert Technical Investigation: Lead the investigation and resolution of complex support issues related to SFMC functionalities, integrations, APIs, and overall platform performance
• Code-Assisted Troubleshooting: Utilize your knowledge of web development concepts to read, analyze, and understand customer code (HTML, CSS, JavaScript, SQL) to pinpoint the root cause of issues, rather than writing production code
• Resolution & Guidance: Communicate clear, professional, and timely solutions, offering best-practice guidance to help customers optimise their use of the platform
• Customer Advocacy: Manage the full issue lifecycle from initial contact through resolution, ensuring an excellent and professional customer experience at every step
• Knowledge Contribution: Create and maintain high-quality technical documentation, knowledge base articles, and solution guides to empower both internal teams and external customers