Lead Sales Cloud Technical Support Engineer

salesforce.com, inc.; Chicago (IL); On-site; USD 80,900 - 122,300; Full time

Job summary

Salesforce, inc. is seeking a technical support professional to lead the end-to-end customer technical experience for Salesforce platform products, including Sales Cloud.

You will diagnose complex issues, coordinate cross-functional resolutions, provide onboarding sessions, and guide customers on best practices and architecture to maximize platform value. A strong customer-focused mindset and clear communication are essential.

Qualifications

• Bachelor's degree or equivalent experience in a technical field.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software and debugging Java-based applications.
• Strong SQL/database concepts.
• Ability to explain complex topics to non-technical audiences.
• Excellent written and verbal communication.
• Strong analytical and problem-solving in fast-paced environments.
• Customer-focused with stakeholder relationships.
• Ability to prioritize multiple tasks and manage competing issues.
• Familiarity with Sales Cloud and Service Cloud.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• Must be a Sole U.S. Citizen with screening requirements.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases.
• Diagnose and resolve complex issues on Salesforce platform products.
• Coordinate high-priority resolutions with cross-functional teams.
• Provide onboarding support and technical discovery sessions.
• Guide customers on best practices and architecture to maximize value.
• Investigate issues using internal tools and root-cause analysis.
• Manage multiple issues in a fast-paced technical environment.
• Develop deep technical expertise in Salesforce platform functionality.
• Collaborate with Product Engineering to report defects and improve features.
• Create and maintain technical documentation and knowledge base.
• Mentor teammates through collaborative troubleshooting frameworks.
• Communicate complex concepts clearly to technical and non-technical stakeholders.

Skills

Technical troubleshooting

Java debugging

SQL

Communication

Problem solving

Customer-facing

Sales Cloud knowledge

Education

Bachelor's degree in Computer Science or related field

Tools

Sales Cloud

Service Cloud

Data Cloud

Agentforce

HTML

JavaScript

CSS

LWC

APEX

Job description

Salesforce, inc. is seeking a technical support professional to lead the end-to-end customer technical experience for Salesforce platform products, including Sales Cloud.

You will diagnose complex issues, coordinate cross-functional resolutions, provide onboarding sessions, and guide customers on best practices and architecture to maximize platform value. A strong customer-focused mindset and clear communication are essential.