AI-Driven Technical Support Engineer

salesforce.com, inc.; Seattle (WA); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a customer-focused technical Support Engineer to lead the end-to-end experience for customers on Salesforce platform products, including Sales Cloud. You will diagnose complex issues, provide onboarding sessions, and guide best practices to accelerate adoption.

The role requires 2+ years in customer-facing technical roles, strong SQL/Java skills, and the ability to communicate clearly with both technical and non-technical stakeholders. US citizenship is required.

Qualifications

• Bachelor's degree in CS, Engineering, or related technical discipline, or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software and debugging Java-based apps.
• Strong SQL and database concepts understanding.
• Excellent written and verbal communication.
• Ability to explain complex concepts to non-technical audiences.
• Sole US citizenship.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases.
• Diagnose and resolve complex issues for Salesforce platform products.
• Coordinate resolution of critical cases with cross-functional teams.
• Provide onboarding support and technical discovery sessions.
• Advise on best practices, configuration, and architecture to drive adoption.
• Investigate issues and identify root causes using internal tools.
• Manage multiple issues in a fast-paced environment.
• Develop and maintain technical knowledge of Salesforce platform.
• Collaborate with Product Engineering to investigate defects.
• Create and maintain technical documentation and knowledge base.
• Mentor team members via collaborative troubleshooting (Swarming).

Skills

Communication skills

English proficiency

Analytical problem solving

Customer-focused

Prioritization

Cross-functional collaboration

Education

Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience

Tools

Java

SQL

Job description

Salesforce is seeking a customer-focused technical Support Engineer to lead the end-to-end experience for customers on Salesforce platform products, including Sales Cloud. You will diagnose complex issues, provide onboarding sessions, and guide best practices to accelerate adoption.

The role requires 2+ years in customer-facing technical roles, strong SQL/Java skills, and the ability to communicate clearly with both technical and non-technical stakeholders. US citizenship is required.