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
• You must be fully fluent (written and spoken) in Italian in addition to English
• Familiarity with proprietary scripting languages, such as AMPScript or Server-Side JavaScript (SSJS)

Desirable

• 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: You'll 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