Senior Technical Support Engineer

Salesforce, Inc.; San Francisco (CA); On-site; USD 99,000 - 164,000; Full time

Job summary

Salesforce, Inc. is seeking a Senior Technical Support Specialist to join our world-class team.

You will manage support requests, serve as a technical resource to the Success Architect team, and bridge gaps between support and engineering on cutting-edge sales and marketing technology projects. Ideal candidates will articulate complex topics clearly, have 5+ years in B2B SaaS support, and demonstrate deep Salesforce CRM proficiency, including marketing automation tools.

Qualifications

• Explain complex features to technical and non-technical users.
• 5+ years of support in a B2B SaaS company.
• Bachelor's degree required and excellent communication skills.
• Extensive knowledge of Salesforce CRM.
• Experience with marketing automation systems (Marketo, Pardot, HubSpot, Eloqua).
• Working knowledge of JavaScript and APIs; web tech familiarity.

Responsibilities

• Handle product-related support requests across multiple channels promptly.
• Support Success Architect team with deep product technical knowledge.
• Diagnose, debug, and triage bugs with engineering collaboration.
• Collaborate with product to translate feedback into roadmap insights.
• Improve documentation and incident communications during outages.
• Contribute to faster customer operations and process improvements.

Skills

Communication

Customer support

SaaS experience

Salesforce CRM

JavaScript

APIs

Education

Bachelor's degree

Tools

Marketo

Pardot

HubSpot

Eloqua

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Job Description

Qualified by Salesforce is looking to add a new member to our Senior Technical Support team as we scale our world class support. As a Senior Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You'll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities:

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base. Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications.

• You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
• 5+ years of experience providing support in a B2B SaaS company
• Bachelors degree requiredExcellent 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 errorsKnowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
• Knowledge of platform technology (Email services, LLM, etc.)
• Passion for making customers successful with software solutions
• You enjoy analyzing issues and digging into complex problems
• You're persistent in getting to the bottom of those complex problems.
• At Qualified our technical support team never has the same question twice and involves researching technical nuances.
• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you're up for the challenge.
• You're interested in growing your career in Technical Support and helping us grow an amazing team.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $99,400 - $153,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $163,500 annually.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.