Remote Technical Support Engineer, Salesforce & Cloud

GRAX; Boston (MA); On-site; USD 125,000 - 145,000; Full time

Benefits offered by this job

Fully remote

Flexible PTO

Healthcare, dental, vision, and life保险

401k

Job summary

GRAX is seeking a Technical Support Engineer to independently manage customer cases from inquiry to resolution. This remote role collaborates with Support and Engineering, contributing to documentation and best practices while assisting customers via email and screenshare.

Ideal candidates have 3+ years in customer-facing tech support, Salesforce experience, and strong AWS/DataDog skills, with clear written and verbal communication in English.

Qualifications

• 3+ years in a customer-facing technical support role.
• Salesforce.com experience as user, admin, or developer.
• Working knowledge of AWS services beyond basics and debugging in customer environments.
• Experience with logging/metrics tools (DataDog) to triage problems.
• Experience writing bug reports and support content.
• Ability to explain complex topics clearly in writing and speech.
• Organized, customer-focused, calm under emergent issues, and 100% remote capable.

Responsibilities

• Provide technical assistance to customers via email and screenshare.
• Own cases end-to-end — triage, reproduction, debugging, escalation, and resolution.
• Prioritize a queue of cases including long-running issues.
• Offer preventive maintenance and configuration recommendations for product usability and performance.
• Participate in 24/7/365 on-call rotation for emergency support.
• Create and update documentation and knowledge base content from customer interactions.
• Share best practices and help teammates ramp up on technical topics.
• Suggest improvements to support workflows and relay customer feedback to Product and Engineering.

Skills

Salesforce.com experience

AWS knowledge

DataDog/logging & metrics

End-to-end case management

Technical documentation writing

Communication of complex topics

Remote work independence

Tools

Salesforce

AWS

DataDog

Job description

GRAX is seeking a Technical Support Engineer to independently manage customer cases from inquiry to resolution. This remote role collaborates with Support and Engineering, contributing to documentation and best practices while assisting customers via email and screenshare.

Ideal candidates have 3+ years in customer-facing tech support, Salesforce experience, and strong AWS/DataDog skills, with clear written and verbal communication in English.