Sales Cloud Tech Support Engineer - Elevate Customer Success

salesforce.com, inc.

Atlanta (GA)

On-site

USD 80,900 - 122,300

Full time

14 days+

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Job summary

salesforce.com, inc. is seeking a technically skilled Support Engineer to lead the end-to-end customer experience, diagnosing and resolving complex issues within Salesforce platform products such as Sales Cloud.

You will collaborate with Product Engineering and global teams to onboard customers, provide technical discovery sessions, and guide best practices, configuration, and architecture to maximize platform value. This role operates in a fast-paced, 24/7 Global Support environment.

Qualifications

Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
2+ years in technical support or customer-facing technical roles.
Experience troubleshooting software apps and debugging code (Java-based).
Strong SQL and database concepts knowledge.
Ability to explain complex tech to non-technical audiences.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities in fast-paced environments.
Customer-focused mindset with consultative stakeholder relationships.
Ability to prioritize multiple tasks and manage competing issues.
Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
Experience with HTML, JavaScript, CSS, LWC, or APEX.
Must be a Sole U.S. Citizen with ability to meet government screening standards.
Proficiency in spoken and written English.

Responsibilities

Lead end-to-end customer technical experience by managing support cases from diagnosis to resolution.
Diagnose and resolve complex Salesforce platform issues, including Sales Cloud.
Coordinate resolution of high-priority cases with cross-functional teams and escalate to Product Engineering when needed.
Provide onboarding support and technical discovery sessions for new customers.
Guide customers on best practices, product configuration, and architecture to maximize value.
Investigate issues, analyze behavior, and identify root causes using internal tools.
Manage multiple issues in a fast-paced technical support environment.
Develop 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 teammates through collaborative troubleshooting frameworks like Swarming.
Communicate complex concepts clearly to technical and non-technical stakeholders.