SaaS Support Engineer - Troubleshooting & Customer Success

Salesforce; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Salesforce is seeking a dedicated Support Engineer to be the primary technical contact for customers, providing expert troubleshooting and rapid resolution of issues. You will work to maximize customer satisfaction and contribute to Salesforce growth.

You will apply strong analytical skills, engage in ongoing training, and collaborate with internal teams to manage complex technical challenges in a fast-paced environment.

Qualifications

• Bachelor's degree in CS or equivalent.
• 3–5 years in technical support or service-related roles.
• Knowledge of internet technologies (firewalls, web servers, proxies).
• Understanding of system integrations and Salesforce object transactions.
• SQL knowledge and data management concepts.

Responsibilities

• Serve as frontline support engineer helping customers troubleshoot issues with Salesforce products.
• Develop technical expertise in assigned product areas and maintain it over time.
• Demonstrate strong analytical, debugging, and problem-solving skills.
• Manage customer expectations and drive satisfaction through proactive engagement.
• Participate in ongoing product training and leverage internal tools for case handling.
• Document knowledge articles and contribute to internal knowledge bases.

Skills

Technical support

Analytical thinking

Time management

Customer focus

Education

Bachelor's degree in Computer Science or equivalent

Tools

Salesforce

SQL

SOAP/REST Web services

Job description

Salesforce is seeking a dedicated Support Engineer to be the primary technical contact for customers, providing expert troubleshooting and rapid resolution of issues. You will work to maximize customer satisfaction and contribute to Salesforce growth.

You will apply strong analytical skills, engage in ongoing training, and collaborate with internal teams to manage complex technical challenges in a fast-paced environment.