Senior Technical Support Engineer - SaaS & CRM Specialist

Leadout Capital; Dublin; On-site; EUR 70,000 - 90,000; Full time

Job summary

Qualified by Salesforce in Dublin is seeking a Senior Technical Support Engineer to own complex product issues and serve as the technical resource for the Success Architect team, acting as a bridge between support and engineering.

You will manage support queues across live chat, email, and video calls, work with engineering to diagnose bugs, and translate customer feedback into actionable product insights while contributing to our documentation and incident response processes.

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Ability to explain complex features to technical and non-technical users with empathy and technical expertise.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua).
• Working knowledge of Javascript and API errors.
• Knowledge of web technologies (website architecture, UTM parameters, etc).
• Knowledge of platform technology (Email services, LLM, etc.)
• Passion for making customers successful with software solutions.

Responsibilities

• Actively manage the support queue to resolve product-related issues across live chat, email, and video calls.
• Support our Success Architect team with deep product understanding and join calls as a technical resource.
• Diagnose, debug, and report operations-related problems with engineering.
• Collaborate with product to prioritize and implement customer feedback into the roadmap.
• Contribute to documentation, processes, and knowledge base improvements.
• Participate in incident response to communicate with customers and internal staff during incidents.
• Help improve customer operations speed and efficiency.

Skills

Salesforce CRM

JavaScript

API errors

Effective communication

B2B SaaS support

Cross-functional collaboration

Education

Bachelor's degree

Tools

Marketo

Pardot

HubSpot

Eloqua

Job description

Qualified by Salesforce in Dublin is seeking a Senior Technical Support Engineer to own complex product issues and serve as the technical resource for the Success Architect team, acting as a bridge between support and engineering.

You will manage support queues across live chat, email, and video calls, work with engineering to diagnose bugs, and translate customer feedback into actionable product insights while contributing to our documentation and incident response processes.