Technical Support Engineer

Salesforce; Ireland; On-site; EUR 52,000 - 72,000; Full time

Benefits offered by this job

Medical Care

Life Insurance

Retirement Savings

Employee Assistance Programs

13 paid holidays

Job summary

Salesforce is seeking a Technical Support Engineer to join the Cloud Success Group. You will troubleshoot, analyze, and resolve challenges for clients using Salesforce, leading investigations into complex issues across functionalities, integrations, APIs, and platform performance.

Reading and understanding customer code (HTML, CSS, JavaScript, SQL) to pinpoint root causes, then delivering clear, best-practice guidance to optimize customer use of the platform.

Qualifications

• Proven ability to diagnose and resolve technical issues in enterprise software or SaaS environments.
• Strong understanding of web technologies and API-based integrations.
• Excellent written and verbal communication for technical and non-technical audiences.

Responsibilities

• Lead investigation and resolution of complex support issues related to functionalities, integrations, APIs, and platform performance.
• Read, analyze, and understand customer code (HTML, CSS, JavaScript, SQL) to identify root causes.
• Provide clear, professional, and timely solutions with best-practice guidance to customers.
• Manage full issue lifecycle from initial contact through resolution with a strong customer focus.
• Create and maintain technical documentation, knowledge base articles, and solution guides.

Skills

Technical Troubleshooting

SQL

HTML/CSS

JavaScript

APIs

Communication

Problem Solving

Job description

• 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
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

JavaScript (or similar scripting/object-oriented language)Technical Troubleshooting Experience: Proven ability to diagnose and resolve technical issues within an enterprise software, SaaS, or highly integrated system environmentCore Technical Acumen: A solid ability to read and understand code and technical structures, specifically including:Communication: Exceptional written and verbal communication skills, with the ability to articulate complex technical findings clearly and effectively to both technical and non-technical audiencesPractical SQL: Proven ability to write and execute intermediate-level SQL queries for data retrieval, analysis, and diagnostic troubleshootingHTML & CSSFamiliarity with web services, including REST/SOAP APIsCustomer Focus: Experience in a customer-facing role with a strong commitment to problem resolution and service excellenceRelevant Salesforce certificationsFamiliarity with proprietary scripting languages, such as AMPScript or Server-Side JavaScript (SSJS)Direct, hands-on experience with Agentforce/Data cloud