Senior Technical Support Engineer — AI SaaS (Dublin)

salesforce; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Salesforce in Dublin is seeking a Senior Technical Support Engineer to join our first Dublin-based team. You will be the technical resource for the Qualified Success Architect group, handling support requests across chat, email and video calls.

You’ll explain complex features to technical and non-technical users, work with engineering to diagnose issues, feed product feedback, and contribute to incident response and knowledge base.

Qualifications

• You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
• 5+ years of experience providing support in a B2B SaaS company
• Bachelor's degree required
• Excellent interpersonal, communication, and writing skills
• Extensive knowledge of Salesforce CRM
• Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
• Working knowledge of Javascript and API errors
• Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
• Knowledge of platform technology (Email services, LLM, etc.)
• Passion for making customers successful with software solutions
• You enjoy analyzing issues and digging into complex problems
• You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.
• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.
• You’re interested in growing your career in Technical Support and helping us grow an amazing team.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Skills

B2B SaaS

Salesforce CRM

JavaScript

APIs

Web technologies

Marketing automation

Education

Bachelor's degree

Tools

Marketo

Pardot

HubSpot

Eloqua

Job description

Salesforce in Dublin is seeking a Senior Technical Support Engineer to join our first Dublin-based team. You will be the technical resource for the Qualified Success Architect group, handling support requests across chat, email and video calls.

You’ll explain complex features to technical and non-technical users, work with engineering to diagnose issues, feed product feedback, and contribute to incident response and knowledge base.