AI-Driven CRM Support Engineer

Salesforce, Inc.; Atlanta, Northern (GA, KY); Hybrid; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a customer-focused technical support engineer to manage and resolve complex issues across Salesforce products, including Sales Cloud. You will onboard new customers, guide best practices, and maintain deep technical knowledge while collaborating with Product Engineering.

The role requires strong communication, problem-solving, and the ability to explain technical concepts to non-technical stakeholders. A fast-paced environment and English proficiency are essential.

Qualifications

• 2+ years in technical support or related customer-facing technical roles.
• Experience troubleshooting software applications and debugging code (Java-based).
• Strong understanding of database concepts, data management, and SQL.
• Able to explain complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills in fast-paced environments.
• Customer-focused mindset with ability to build consultative relationships.
• Ability to prioritize multiple tasks and manage competing issues.
• Proficiency in spoken and written English.

Responsibilities

• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical/high-priority cases with cross-functional teams and escalate to Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions to help new customers implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to accelerate adoption and maximize platform value.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools.
• Manage multiple customer issues simultaneously in a fast-paced technical support environment.
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies.
• Collaborate with Product Engineering and internal teams to investigate defects and improve platform functionality.
• Create and maintain technical documentation and knowledge base articles.
• Mentor team members through collaborative troubleshooting frameworks such as the Swarming model.
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

Skills

Technical support

Java

SQL

Communication

Analytical thinking

Problem solving

Customer focus

Task prioritization

English proficiency

Education

Bachelor's degree in Computer Science/Engineering or related technical discipline

Tools

HTML

JavaScript

CSS

APEX

Job description

Salesforce is seeking a customer-focused technical support engineer to manage and resolve complex issues across Salesforce products, including Sales Cloud. You will onboard new customers, guide best practices, and maintain deep technical knowledge while collaborating with Product Engineering.

The role requires strong communication, problem-solving, and the ability to explain technical concepts to non-technical stakeholders. A fast-paced environment and English proficiency are essential.