Global 24/7 Sales Cloud Tech Support Engineer

Salesforce.com, inc.; Washington (IL); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce.com, inc. seeks a Technical Support Engineer for Sales Cloud to resolve critical issues, guide adoption of Salesforce technology, and deliver measurable customer value.

You'll lead end-to-end support across global clients in a fast-paced, 24/7 environment. The role requires strong troubleshooting, Java and SQL skills, excellent communication, and the ability to explain technical concepts to non-technical stakeholders while collaborating with Product Engineering to improve platform

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.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.

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

Java

SQL

Troubleshooting

Customer-facing

Communication

Education

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

Job description

Salesforce.com, inc. seeks a Technical Support Engineer for Sales Cloud to resolve critical issues, guide adoption of Salesforce technology, and deliver measurable customer value.

You'll lead end-to-end support across global clients in a fast-paced, 24/7 environment. The role requires strong troubleshooting, Java and SQL skills, excellent communication, and the ability to explain technical concepts to non-technical stakeholders while collaborating with Product Engineering to improve platform