Lead Solution Engineer

100 Salesforce, Inc.; Boston (MA); On-site; USD 135,000 - 180,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce is seeking a Specialist Solution Engineer to drive adoption of IT Service Management solutions within the Agentforce IT Service portfolio. You will articulate value, demonstrate integrations with the broader Salesforce portfolio, and work with cross-functional teams to deliver incident automation and cross-departmental workflows.

The role emphasizes AI-assisted incident management, native CMDB insights, and a startup-minded approach to growing IT and HR services on a single platform.

Responsibilities

• Demonstrate and evangelize ITSM solutions built on Salesforce Service Cloud within the Agentforce IT Service offering.
• Collaborate with IT, HR, Facilities and other service teams to deliver unified workflows and analytics.
• Guide customers through end-to-end incident management using AI-driven triage and auto-creation of incidents.

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Sales Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. This Specialist Solution Engineer role sits within our Emerging Business Unit, focusing on products in a similar growth lifecycle phase. The EBOU’s mission is to incubate, scale, and grow these solutions with a startup mindset. You'll operate as a subject matter expert, articulating the value of our solutions and their seamless integration within the broader Salesforce portfolio. This is a dynamic role where your ability to think outside the box, challenge the status quo, and identify solutions that drive sales will be key to our team's success.

Product Overview

As a Specialist Solution Engineer supporting Agentforce IT Service, you will be instrumental in demonstrating and evangelizing in these areas: Our IT Service Management (ITSM) solution revolutionizes how employees get help and how IT teams deliver it. Built on the world’s #1 Service Cloud platform, Agentforce IT Service replaces outdated “portal-to-ticket” systems with an agent-first, conversation-first, workflow-driven experience.

• Deliver Conversational, Always-On Support: Empower employees to get help in minutes, not hours, without leaving their workflow.
• Agentforce meets users where they work — in Slack — allowing them to request hardware, reset passwords, or report issues through natural conversation rather than complex forms.
• Automate End-to-End Incident Management: Accelerate resolutions with AI-driven triage, auto-creation of incidents, and intelligent routing to the right specialists. Reduce manual effort and improve agent productivity by letting Einstein handle repetitive tasks.
• Unify IT and HR Service on One Platform: Eliminate silos by bringing IT, HR, Facilities, and other service teams together within Salesforce. Deliver consistent, cross-departmental experiences with shared workflows, automation, and analytics.
• Gain Full Visibility with a Native CMDB: Leverage Salesforce’s Configuration Management Database (CMDB) to visualize asset relationships, dependencies, and health in real time. Identify root causes, track service impacts, and resolve issues before they cascade.
• Boost Productivity and Reduce Costs: Automate up to 80% of IT tasks end-to-end through workflow automation, AI assistance, and self-service. Free up IT talent to focus on innovation instead of routine ticket handling.
• Enable the Agentic Enterprise: Combine human expertise with AI assistance to create a self-healing, proactive support environment where employees and digital agents collaborate to solve problems faster than ever before.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• an employee stock purchasing program

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.

What does that mean exactly?

It means that at Salesforce, we believe in equality for all.

And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.

Know your rights: workplace discrimination is illegal.

Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.

The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience.

Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $134,750 - $180,250 annually

There is a different range applicable to specific work locations.

In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $148,190 - $198,170 per year.

Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM.

Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.

And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.

If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.