Senior Tech Support Engineer — SaaS & AI Solutions

salesforce.com, inc.; California (MO); On-site; USD 99,000 - 150,000; Full time

Job summary

Salesforce is seeking a Technical Support Specialist to join the Qualified Success Architect support team. You will handle support requests, serve as a technical resource to engineers, and collaborate across product, engineering, and customer teams in a fast-paced B2B SaaS environment.

You bring 5+ years of experience, strong Salesforce CRM knowledge, and a passion for making customers successful through technical problem solving and clear communication.

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua).
• Working knowledge of Javascript and API errors.
• Knowledge of web technologies (website architecture, UTM parameters, etc).
• Knowledge of platform technology (Email services, LLM, etc.).
• Passion for making customers successful with software solutions.
• You're persistent in getting to the bottom of complex problems.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues via live chat, email, and video calls.
• Supporting our Success Architect team with deep product knowledge on calls as a technical resource.
• Diagnose, debug, and report operations-related problems with engineering to triage bugs.
• Collaborate with product to understand and prioritize customer feedback for the roadmap.
• Contribute to improving documentation, processes, and knowledge base.
• Participate in incident response, providing critical communication to customers and staff.
• Assist leadership in improving efficiency of customer operations strategy.

Skills

Explain complex features

B2B SaaS support

Empathy

Interpersonal skills

Technical troubleshooting

Customer communication

Multi-hat mindset

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

Hubspot

Eloqua

Javascript

API errors

Job description

Salesforce is seeking a Technical Support Specialist to join the Qualified Success Architect support team. You will handle support requests, serve as a technical resource to engineers, and collaborate across product, engineering, and customer teams in a fast-paced B2B SaaS environment.

You bring 5+ years of experience, strong Salesforce CRM knowledge, and a passion for making customers successful through technical problem solving and clear communication.