Salesforce Technical Support Engineer: Onboarding & Solutions

Salesforce.com, inc.; Seattle, Northern (WA, KY); Hybrid; USD 81,000 - 122,000; Full time

Benefits offered by this job

Time off programs

Medical insurance

Dental insurance

Vision insurance

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchase plan

Job summary

Salesforce.com, inc. is seeking a technically skilled support professional to lead the end-to-end customer experience on Salesforce products, including Sales Cloud.

You will diagnose complex issues, coordinate cross-functional resolutions, and provide onboarding and best-practice guidance to maximize platform value. With 2+ years in technical support or related roles, you will leverage deep Salesforce knowledge, communicate clearly with diverse stakeholders, and contribute to documentation and

Qualifications

• Bachelor’s degree or equivalent experience in a technical field.
• 2+ years in technical support or related customer-facing technical roles.
• Experience troubleshooting software and debugging Java-based applications.
• Strong SQL knowledge and database concepts.
• Ability to explain complex technical concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Analytical, problem-solving mindset in fast-paced environments.
• Customer-focused mindset with stakeholder relationship-building.
• Ability to prioritize multiple tasks and manage competing issues.
• Proficient in English, both spoken and written.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical and high-priority cases with cross-functional teams and escalate to Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions for new customers.
• Guide customers on best practices, product configuration, and architecture to maximize platform value.
• 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 and internal teams 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

Java debugging

SQL database

Communication skills

Analytical thinking

Customer focus

Task prioritization

English proficiency

Education

Bachelor’s degree in CS/Engineering

Tools

Salesforce platform

Sales Cloud

Data Cloud

Tableau

AI/LLM tech

Job description

Salesforce.com, inc. is seeking a technically skilled support professional to lead the end-to-end customer experience on Salesforce products, including Sales Cloud.

You will diagnose complex issues, coordinate cross-functional resolutions, and provide onboarding and best-practice guidance to maximize platform value. With 2+ years in technical support or related roles, you will leverage deep Salesforce knowledge, communicate clearly with diverse stakeholders, and contribute to documentation and