Senior AI SaaS Technical Support Engineer

Salesforce, Inc.

California (MO)

Hybrid

USD 99,000 - 150,000

Full time

10 days ago

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Job summary

Salesforce is seeking a Technical Support Specialist for its Qualified Success Architect team. You will handle complex product issues, collaborate with engineering, and help drive improvements across customer operations.

The role requires 5+ years in B2B SaaS, a Bachelor’s degree, and deep knowledge of Salesforce CRM and marketing automation tools. You’ll work within an agile team to deliver exceptional customer experiences.

Qualifications

Bachelor's degree required.
5+ years of experience in a B2B SaaS environment.
Ability to explain complex features to both technical and non-technical users.
Excellent interpersonal, communication, and writing skills.
Extensive knowledge of Salesforce CRM.
Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua).
Working knowledge of Javascript and API errors.
Knowledge of web technologies (website architecture, forms, UTM parameters).
Knowledge of platform technology (Email services, LLM, etc.).
Passion for making customers successful with software solutions.
Analytical and persistent in solving complex problems.

Responsibilities

Manage support queue and resolve product issues across channels (live chat, email, video).
Support Success Architect team with deep product knowledge and act as a technical resource on calls.
Collaborate with engineering to diagnose, debug, and report operations issues; triage bugs.
Work with product to prioritize customer feedback and shape the roadmap.
Contribute to documentation and knowledge base improvements.
Join incident response to communicate with customers during incidents.
Assist leadership in improving speed and efficiency of customer operations.