Technical Support Engineer, Salesforce

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience
• 2+ years of experience in technical support, software engineering, or related customer-facing technical roles
• Experience troubleshooting software applications and debugging code, including Java-based applications
• Strong understanding of database concepts, data management, and SQL
• Experience explaining complex technical concepts to non-technical audiences
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills in fast-paced technical environments
• Customer-focused mindset with ability to build consultative relationships with stakeholders
• Ability to prioritize multiple tasks and manage competing customer issues effectively
• Professional proficiency in spoken and written English is required

Desirable

• E’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Through our #1 CRM platform, Customer 360, we help organizations across every industry transform how they connect with customers and operate their businesses
• This role is designed for individuals who are highly motivated, self-directed, and passionate about solving complex technical challenges while delivering exceptional customer experiences. As a Technical Support Engineer, you will work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform
• You will serve as a trusted technical partner to customers by providing expert troubleshooting, guidance, and best practices throughout their use of the Salesforce platform. This role blends deep technical problem-solving, proactive support, and customer-focused guidance to help customers resolve issues efficiently and maximize the value of their Salesforce solutions
• The Global Support environment is highly customer-focused and fast-paced, operating globally to provide 24/7 technical support across the Salesforce platform
• *Please note that this role requires on call shift support availability 9AM - 6PM EST/PST
• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud
• Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary
• Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions
• Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods
• Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies
• Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality
• Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community
• Mentor team members through collaborative troubleshooting frameworks such as the Swarming model
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders