Senior Technical Support Engineer — AI-Powered B2B SaaS

100 Salesforce, Inc.; California (MO); Hybrid; USD 99,000 - 150,000; Full time

Job summary

Salesforce is seeking a Technical Support Specialist to handle complex B2B SaaS support requests, align with the Qualified Success Architect team, and bridge support with engineering. You will resolve product issues, contribute to product feedback, and assist in incident responses in a fast-paced environment.

The role requires deep Salesforce CRM knowledge, strong communication skills, and a passion for driving customer success across marketing automation and web technologies.

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 (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 mindset and problem-solving focus
• Persistence in resolving complex issues

Responsibilities

• Manage support queue and resolve product-related issues via live chat, email, and video calls
• Support Success Architect team with deep product knowledge and on-call assistance
• Collaborate with engineering to diagnose, debug, and triage bugs
• Work with product to translate customer feedback into roadmap
• Contribute to documentation and knowledge base improvements
• Assist on incident response with clear communications to customers and internal teams
• Support leadership to improve speed and efficiency of customer operations

Skills

Customer support

B2B SaaS

Empathy & communication

Technical troubleshooting

Product knowledge

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

HubSpot

Eloqua

JavaScript

APIs

Job description

Salesforce is seeking a Technical Support Specialist to handle complex B2B SaaS support requests, align with the Qualified Success Architect team, and bridge support with engineering. You will resolve product issues, contribute to product feedback, and assist in incident responses in a fast-paced environment.

The role requires deep Salesforce CRM knowledge, strong communication skills, and a passion for driving customer success across marketing automation and web technologies.