AI-Driven Technical Support Engineer

Salesforce; Indianapolis (IN); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a Technical Support Engineer to work with customers to resolve issues and guide adoption of Salesforce technology. You will be a trusted technical partner providing troubleshooting and best practices across the Salesforce platform in a globally distributed, 24/7 support environment.

In this role you will lead diagnostic efforts, collaborate with Product Engineering, and mentor teammates.

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 and debugging 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.
• 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 is required.

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 Service 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 support

Java

SQL

Communication

English proficiency

Problem-solving

Cross-functional collaboration

Customer-focused

Education

Bachelor's degree in CS/Engineering or related

Tools

HTML

JavaScript

CSS

LWC

APEX

Job description

Salesforce is seeking a Technical Support Engineer to work with customers to resolve issues and guide adoption of Salesforce technology. You will be a trusted technical partner providing troubleshooting and best practices across the Salesforce platform in a globally distributed, 24/7 support environment.

In this role you will lead diagnostic efforts, collaborate with Product Engineering, and mentor teammates.