Technical Support Engineer

Salesforce; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Salesforce in Dublin is seeking a Technical Support Engineer to join the Cloud Success Group. You will investigate complex software issues, read customer code (HTML, CSS, JavaScript, SQL) to pinpoint root causes, and guide clients toward successful outcomes.

This role emphasizes expert troubleshooting, clear, professional communication, and knowledge-sharing through documentation and solution guides to empower both customers and internal teams.

Qualifications

• Proven ability to diagnose and resolve technical issues in enterprise software environments.
• Reads and understands customer code to identify root causes.
• Strong communication and customer-focused mindset.
• Experience with SaaS support is a plus.

Responsibilities

• Lead the investigation and resolution of complex support issues affecting Salesforce functionality, integrations, and APIs.
• Read, analyze, and understand customer code to pinpoint root causes without writing production code.
• Provide clear, professional solutions and best-practice guidance for platform optimization.
• Manage the full issue lifecycle from initial contact to resolution while maintaining a high standard of customer experience.
• Create and maintain technical documentation and knowledge base articles to empower teams and customers.

Skills

Technical Troubleshooting

Code reading

Communication

Customer focus

Tools

REST APIs

SOAP APIs

HTML

CSS

JavaScript

SQL

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. 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.

Are you a technical problem-solver who excels at investigating complex software issues and guiding customers to success? 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

What You'll Do

• Expert Technical Investigation: Lead the investigation and resolution of complex support issues related to 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.

What You'll Bring

Required Technical & Support Skills

• 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.

Desired Skills (A Plus, But Not Required)

• Direct, hands-on experience with Agentforce/Data cloud.
• Familiarity with proprietary scripting languages, such as AMPScript or Server-Side JavaScript (SSJS).
• Relevant Salesforce certifications

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.