Senior Technical Support Engineer – B2B SaaS Expert

Salesforce; Los Angeles (CA); On-site; USD 99,000 - 150,000; Full time

Job summary

Salesforce is seeking a Technical Support Specialist to handle support requests and serve as a technical resource for the Qualified Success Architect team. You will connect support and engineering, diagnose product issues, and help shape the product roadmap through customer feedback within an agile environment.

You will collaborate with engineering and product teams, resolve incidents, contribute to documentation, and assist leadership in improving the speed and efficiency of customer

Qualifications

• Ability to explain complex features to technical and non-technical users.

Responsibilities

• Actively manage the support queue to answer and resolve product-related issues across live chat, email, and video calls.
• Support our Success Architect team through deep technical product understanding and join calls as a technical resource.
• Work cross-functionally with engineering to diagnose, debug, and report operations-related problems and triage bugs.
• Collaborate with product teams to understand, prioritize, and implement customer feedback into actionable insights for the roadmap.
• Contribute to documentation, processes, and knowledge base improvements.
• Participate in incident response with communication to customers and internal staff.
• Assist leadership in improving speed and efficiency of customer operations.

Skills

Explain complex features

B2B SaaS support

Empathy & communication

Analytical problem-solving

Willingness to wear many hats

Education

Bachelor's degree

Tools

Marketo

Pardot

HubSpot

Eloqua

Javascript

APIs

Job description

Salesforce is seeking a Technical Support Specialist to handle support requests and serve as a technical resource for the Qualified Success Architect team. You will connect support and engineering, diagnose product issues, and help shape the product roadmap through customer feedback within an agile environment.

You will collaborate with engineering and product teams, resolve incidents, contribute to documentation, and assist leadership in improving the speed and efficiency of customer