Sales-Driven Technical Support Engineer

Salesforce; Atlanta (GA); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a technical Customer Success professional in the United States to lead the end-to-end customer technical experience. You will diagnose and resolve complex issues across Salesforce products, including Sales Cloud, while coordinating with cross-functional teams and Product Engineering to ensure timely resolutions.

The role emphasizes onboarding support, best-practice guidance, and effective communication with both technical and non-technical stakeholders.

Qualifications

• Bachelor's degree or equivalent technical experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software and debugging Java-based applications.
• Strong SQL/database concepts and data management understanding.
• Ability to explain complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Analytical and problem-solving abilities in fast-paced environments.
• Customer-focused mindset and stakeholder relationship skills.
• Ability to manage multiple tasks and priorities.
• Professional proficiency in English (spoken and written).
• US citizenship is required.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases from diagnosis to resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical cases with cross-functional teams and escalate to Product Engineering when needed.
• Provide onboarding support and technical discovery sessions to help customers implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to maximize platform value.
• Investigate issues, analyze system behavior, and identify root causes using internal tools.
• Manage multiple customer issues simultaneously in a fast-paced 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 like Swarming.
• Communicate complex concepts clearly to technical and non-technical stakeholders.

Job description

Salesforce is seeking a technical Customer Success professional in the United States to lead the end-to-end customer technical experience. You will diagnose and resolve complex issues across Salesforce products, including Sales Cloud, while coordinating with cross-functional teams and Product Engineering to ensure timely resolutions.

The role emphasizes onboarding support, best-practice guidance, and effective communication with both technical and non-technical stakeholders.