Remote Senior Tech Support Engineer - AI SaaS

Salesforce, Inc.; San Francisco (CA); Remote; USD 99,000 - 149,000; Full time

Job summary

Salesforce, Inc. is seeking a Senior Technical Support Engineer to handle complex support requests and act as the bridge between customers, the Support team, and Engineering. This role focuses on solving technical challenges for a B2B SaaS platform and ensuring customer success.

You will work across teams, contribute to incident response, and help drive enhancements to documentation and processes to improve overall customer experience. Hybrid/remote options are available across the US.

Qualifications

• Bachelor's degree or higher is required.
• 5+ years of experience providing support in a B2B SaaS company.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM and related marketing automation tools.

Responsibilities

• Actively manage the support queue and resolve product-related issues via multiple channels (live chat, email, video calls).
• Support the Success Architect team with deep product knowledge and join calls as a technical resource.
• Collaborate with engineering to diagnose, debug, and triage issues for existing customers.
• Gather customer feedback with the product team to influence the roadmap and improve documentation and processes.
• Contribute to incident communications during outages and help optimize customer operations.

Skills

Empathy

Communication skills

Analytical thinking

Persistence

Education

Bachelor's degree or higher

Tools

Salesforce CRM

Marketo/Pardot/HubSpot/Eloqua

JavaScript

APIs

Job description

Salesforce, Inc. is seeking a Senior Technical Support Engineer to handle complex support requests and act as the bridge between customers, the Support team, and Engineering. This role focuses on solving technical challenges for a B2B SaaS platform and ensuring customer success.

You will work across teams, contribute to incident response, and help drive enhancements to documentation and processes to improve overall customer experience. Hybrid/remote options are available across the US.