Technical Support Engineer - Agentforce & Data 360

salesforce.com, inc.; Atlanta (GA); Hybrid; USD 80,900 - 122,300; Full time

Job summary

Salesforce is seeking a dedicated Agentforce and Data 360 Support Engineer to be the first contact for customers navigating and implementing Data 360 and Agentforce products. You will develop technical expertise, troubleshoot, explain features, manage expectations, and contribute to knowledge content while collaborating with cross-functional teams.

This role requires US citizenship for government-related customers and offers a hybrid office-based schedule in Atlanta, Chicago, Indianapolis, or

Qualifications

• Demonstrated skill in software customer support or software customer service in a customer-facing role.
• Experience with web technologies including HTML, JavaScript, CSS, or APEX.
• Experience with Salesforce and/or CRM applications and other cloud-based technologies preferred.
• API / programming experience.
• Big data experience.
• Experience with database concepts, data management (RDBMS), and SQL.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• US Citizenship to support our specific customers.
• Bilingual Portuguese, French or Spanish language proficiency is a plus!

Responsibilities

• Developing and maintaining technical expertise in Salesforce Data 360 and Agentforce.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Providing feature explanation and best practices.
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary.
• Prioritizing and managing time effectively in a fast-paced environment.
• Multitasking and performing effectively under pressure.
• Creating and curating knowledge content.

Skills

Software customer support

CRM applications

API programming

Big data

SQL/RDBMS

US Citizenship

Multilingual (Portuguese/French/Span.

Education

Salesforce Developer/Agentforce/Data 360 Certification (plus)

Tools

HTML/JavaScript/CSS/APEX

Salesforce/CRM platforms

Job description

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.

These roles have Government requirements: Must be a Sole U.S. Citizen (Non-dual citizen with any other country) operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, U.S. Government CAC/PIV

Salesforce Data 360 and Agentforce Support team is comprised of highly skilled technical engineers who have a passion for making customers successful. Our Support Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more.

While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.

These roles are located in our Chicago, Indianapolis, Atlanta and Seattle offices. Candidates should live locally to the area and able to work in an office environment in a hybrid model.

Your Impact - Responsibilities

In your role as a Agentforce and Data 360 Support Engineer, you are the first point of contact for customers experiencing challenges navigating and implementing Data 360 and Agentforce products. Job responsibilities include but are not limited to:

• Developing and maintaining technical expertise in Salesforce Data 360 and Agentforce.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Providing feature explanation and best practices.
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Multitasking and performing effectively under pressure.
• Creating and curating knowledge content.

Required Experience/Skills

• Demonstrated skill in software customer support or software customer service in a customer-facing role
• Experience with web technologies including HTML, JavaScript, CSS, or APEX.
• Experience with Salesforce and/or CRM applications and other cloud-based technologies preferred
• API / programming experience
• Big data experience
• Experience with Database concepts, Data management (RDBMS), and SQL
• Salesforce Developer, Agentforce, Data 360 Certification is a plus
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• US Citizenship to support our specific customers
• Bilingual Portuguese, French or Spanish language proficiency is a plus!

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 submit a request via this Accommodations Request Form.

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including:

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.