Remote Technical Support Engineer — Salesforce & Cloud Expert

Ascendx Cloud Ltd; 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

Job summary

GRAX Inc. is seeking a Technical Support Engineer for a fully remote role in the U.S. You will own customer cases end-to-end, troubleshoot Salesforce-related issues, and collaborate with Support and Engineering to provide timely resolutions.

The role emphasizes documentation, best-practice sharing, and helping teammates ramp up in a distributed, remote-first environment. Responsibilities include triage, reproduction, debugging, API authentication issues, and on-call coverage.

Qualifications

• 3+ years in a customer-facing technical support role.
• Hands-on Salesforce experience as a user, including objects/fields/data model.
• Working knowledge of AWS or Azure beyond basics; ability to debug configurations in customer environments.
• Experience troubleshooting REST and SOAP APIs and comfort with CLI tools.
• Comfortable in a Linux environment; navigate file systems, inspect logs, run commands.
• Proficiency using logging/metrics services (e.g., DataDog) to triage problems.
• Experience writing bug reports and support content for engineering.
• Ability to communicate complex topics clearly to varied audiences, in writing and verbally.
• Organized, customer-focused approach to prioritizing a changing queue of issues.
• Comfortable working independently in a fully remote environment.

Responsibilities

• Provide technical assistance to customers via email and screenshare.
• Own cases through full lifecycle—triage, reproduction, debugging, escalation, resolution.
• Troubleshoot deployments across GRAX-hosted and customer-hosted environments; debug connectivity and log issues.
• Balance and prioritize a queue of cases, including long-running issues.
• Provide preventive maintenance and configuration recommendations to improve usability and performance.
• Participate in a regular 24/7/365 on-call rotation for emergency support.
• Create and update documentation/content based on customer interactions.
• Share best practices and help teammates ramp up on technical topics.
• Suggest improvements to Support workflows and processes.
• Share feedback with Product/Engineering to inform features/fixes.

Skills

Customer-facing support

Salesforce knowledge

AWS/Azure debugging

REST/SOAP APIs

Linux troubleshooting

Logging/metrics (DataDog)

Technical writing

Communication

Independent remote work

Incident management

Tools

DataDog

CLI tooling

Job description

GRAX Inc. is seeking a Technical Support Engineer for a fully remote role in the U.S. You will own customer cases end-to-end, troubleshoot Salesforce-related issues, and collaborate with Support and Engineering to provide timely resolutions.

The role emphasizes documentation, best-practice sharing, and helping teammates ramp up in a distributed, remote-first environment. Responsibilities include triage, reproduction, debugging, API authentication issues, and on-call coverage.