AI-Driven Technical Support Engineer

Socket.dev; Indianapolis (IN); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a Customer Success professional to lead the end-to-end technical experience, diagnose complex issues on Sales Cloud, and coordinate cross-functional resolutions. Onboarding and best-practice guidance will help customers adopt Salesforce solutions effectively.

You will build deep technical knowledge, document issues, and mentor peers while communicating clearly to technical and non-technical stakeholders in a fast-paced environment.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years of experience in technical support, software engineering, or related customer-facing technical roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of database concepts, data management, and SQL.
• Experience explaining complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills in fast-paced technical environments.
• Customer-focused mindset with ability to build consultative relationships with stakeholders.
• Ability to prioritize multiple tasks and manage competing customer issues effectively.
• Professional proficiency in spoken and written English is required.
• Sole US citizenship

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 and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
• Manage multiple customer issues simultaneously while prioritizing work 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, report product issues, and improve platform functionality.
• Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community.
• 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 communication

Analytical thinking

Problem solving

English proficiency

US citizenship

Education

Bachelor's degree in CS/Engineering or related

Tools

HTML

JavaScript

CSS

APEX

Job description

Salesforce is seeking a Customer Success professional to lead the end-to-end technical experience, diagnose complex issues on Sales Cloud, and coordinate cross-functional resolutions. Onboarding and best-practice guidance will help customers adopt Salesforce solutions effectively.

You will build deep technical knowledge, document issues, and mentor peers while communicating clearly to technical and non-technical stakeholders in a fast-paced environment.