Platform Support Engineer - Salesforce Cloud

Salesforce, Inc.; Atlanta, Northern (GA, KY); Hybrid; USD 81,000 - 122,000; Full time

Job summary

Salesforce, Inc. is seeking a Technical Support Engineer to lead the end-to-end customer technical experience for Sales Cloud and related products.

You will diagnose complex issues, coordinate with Product Engineering, and guide customers through best practices and configurations to maximize platform value. You will provide onboarding sessions, write technical documentation, and mentor peers while handling multiple cases in a fast-paced environment.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software applications and debugging Java-based applications.
• Strong SQL and database concepts.
• Excellent written and verbal communication skills.
• Ability to explain complex concepts to non-technical audiences.

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.

Skills

Java debugging

SQL queries

Customer communication

Problem solving

Documentation

Education

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

Tools

Salesforce

HTML

JavaScript

Job description

Salesforce, Inc. is seeking a Technical Support Engineer to lead the end-to-end customer technical experience for Sales Cloud and related products.

You will diagnose complex issues, coordinate with Product Engineering, and guide customers through best practices and configurations to maximize platform value. You will provide onboarding sessions, write technical documentation, and mentor peers while handling multiple cases in a fast-paced environment.