AI-Driven Technical Support Engineer

salesforce.com, inc.

Atlanta (GA)

On-site

USD 81,000 - 121,000

Full time

13 days ago

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Benefits offered by this job

401(k)

Employee stock purchasing program

Dental

Medical

Vision

Parental leave

Job summary

Salesforce is seeking a Customer Success Engineer to lead the end-to-end technical experience for clients, diagnosing and resolving complex issues on the Salesforce platform. You will collaborate with cross-functional teams, provide onboarding sessions, and guide customers on best practices to maximize platform value.

The role requires 2+ years in technical support or related roles, and a strong background in Java-based apps, SQL, and clear communication.

Qualifications

Bachelor’s degree in Computer Science, Engineering, or related technical field or equivalent experience.
2+ years in technical support, software engineering, or related customer-facing tech roles.
Experience troubleshooting software and debugging code, including Java-based apps.
Strong database concepts, data management, and SQL understanding.
Ability to explain complex topics to non-technical audiences.
Excellent written and verbal communication skills.
Analytical, with problem-solving skills in fast-paced environments.
Customer-focused mindset and stakeholder relationship skills.
Ability to prioritize multiple tasks and manage competing issues.

Responsibilities

Lead end-to-end customer technical experience by managing support cases from diagnosis to resolution.
Diagnose and resolve complex issues related to Salesforce platform products like Sales Cloud.
Coordinate high-priority case resolution with cross-functional teams and Product Engineering.
Provide onboarding support and technical discovery sessions for new customers.
Guide customers on best practices, configuration, and architecture to boost adoption.
Investigate issues, analyze system behavior, and identify root causes using internal tools.
Manage multiple issues simultaneously in a fast-paced environment.
Develop deep technical expertise in Salesforce platform functionality and related tech.
Collaborate with Product Engineering to investigate defects and improve functionality.
Create and maintain technical docs and knowledge base articles.
Mentor team members through collaborative troubleshooting frameworks.
Communicate complex concepts clearly to technical and non-technical stakeholders.