AI-Driven Technical Support Engineer

100 Salesforce, Inc.; Indianapolis (IN); Sur place; USD 81 000 - 122 000; Plein temps

Avantages offerts par ce poste

Medical benefits

401(k)

Stock purchasing program

Paid parental leave

Time off programs

Résumé du poste

Salesforce is seeking a Technical Support Engineer in Indianapolis to resolve complex issues, guide adoption of Salesforce technology, and deliver measurable business value to customers.

You will lead cases from diagnosis to resolution, collaborate with Product Engineering, and create knowledge base content. A Bachelor's degree and 2+ years in technical support are required; familiarity with Sales Cloud and web technologies is a plus.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years in technical support or related customer-facing technical roles.
• Experience troubleshooting software applications, including Java-based applications.
• Strong understanding of database concepts, data management, and SQL.
• Ability to explain complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Customer-focused mindset with ability to manage multiple issues effectively.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• Professional proficiency in spoken and written English.

Responsabilités

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

Connaissances

Bachelor's degree in Computer Science

2+ years experience

Troubleshooting software

SQL / database concepts

Clear written & verbal communication

English proficiency

Customer-focused mindset

Formation

Bachelor's degree in Computer Science, Engineering, or related field

Outils

Sales Cloud

Service Cloud

Data Cloud

Agentforce technologies

HTML/JavaScript/CSS/LWC/APEX

Description du poste

Salesforce is seeking a Technical Support Engineer in Indianapolis to resolve complex issues, guide adoption of Salesforce technology, and deliver measurable business value to customers.

You will lead cases from diagnosis to resolution, collaborate with Product Engineering, and create knowledge base content. A Bachelor's degree and 2+ years in technical support are required; familiarity with Sales Cloud and web technologies is a plus.