Senior Tech Support Engineer - AI-Driven SaaS

Salesforce, Inc.; United States; Remote; USD 78,000 - 112,000; Full time

Job summary

Salesforce is seeking a Senior Technical Support Engineer in Dublin to join the Qualified by Salesforce division. You will handle technical support requests, serve as a resource to the Success Architect team, and bridge between support and engineering to diagnose issues and deliver exceptional customer outcomes.

The role requires 5+ years in B2B SaaS support, strong Salesforce CRM knowledge, and the ability to explain complex concepts to both technical and non-technical users with empathy.

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Ability to explain complex features to technical and non-technical users with empathy.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues across channels (live chat, email, video calls).
• Supporting the Success Architect team as a technical resource on calls with customers.
• Collaborating with engineering to diagnose, debug, and triage operations-related problems.
• Working with product to understand, prioritize, and implement customer feedback into the roadmap.
• Contributing to documentation improvements and knowledge base updates.
• Participating in incident response communications to customers and internal teams.
• Assisting leadership to improve speed and efficiency of customer operations.

Skills

B2B SaaS support

Excellent communication

Empathy

Problem solving

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

HubSpot

Eloqua

JavaScript

Job description

Salesforce is seeking a Senior Technical Support Engineer in Dublin to join the Qualified by Salesforce division. You will handle technical support requests, serve as a resource to the Success Architect team, and bridge between support and engineering to diagnose issues and deliver exceptional customer outcomes.

The role requires 5+ years in B2B SaaS support, strong Salesforce CRM knowledge, and the ability to explain complex concepts to both technical and non-technical users with empathy.