Sales Cloud Tech Support Engineer - Drive Adoption

salesforce.com, inc.; Seattle (WA); On-site; USD 80,900 - 122,300; Full time

Job summary

Salesforce.com, inc. seeks an experienced technical support professional to lead the end-to-end customer technical experience for Salesforce platform products, including Sales Cloud.

You will diagnose complex issues, guide configuration, and collaborate with Product Engineering to resolve defects, while mentoring teammates and creating knowledge resources. The role emphasizes strong communication, customer focus, and the ability to manage multiple cases in a fast-paced environment.

Qualifications

• Must have a Bachelor's degree in a technical field or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of databases, data management, and SQL.
• Able to explain complex concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Analytical and problem-solving abilities in fast-paced environments.
• Customer-focused mindset with stakeholder relationship skills.
• Ability to prioritize multiple tasks and manage competing issues.
• Familiar with Sales Cloud, Service Cloud, Data Cloud, or Agentforce.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• English proficiency required. US citizenship per role requirements.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases from diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical/high-priority cases with cross-functional teams; escalate to Product Engineering when needed.
• Provide onboarding support and technical discovery sessions to help new customers implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to maximize adoption.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools.
• Manage multiple customer issues simultaneously in a fast-paced technical support environment.
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies.
• Collaborate with Product Engineering to investigate defects and improve platform functionality.
• Create and maintain technical documentation and knowledge base articles.
• Mentor team members through collaborative troubleshooting frameworks such as the Swarming model.
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

Skills

Technical support experience

Java debugging

SQL

Cross-functional communication

Written and verbal communication

Analytical thinking

Customer relationship

Prioritization

Sales Cloud / Service Cloud

Web technologies: HTML, JS, CSS, LWC,

English proficiency

Education

Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience

Job description

Salesforce.com, inc. seeks an experienced technical support professional to lead the end-to-end customer technical experience for Salesforce platform products, including Sales Cloud.

You will diagnose complex issues, guide configuration, and collaborate with Product Engineering to resolve defects, while mentoring teammates and creating knowledge resources. The role emphasizes strong communication, customer focus, and the ability to manage multiple cases in a fast-paced environment.