Senior Technical Support Engineer: Salesforce & API Expert

Leadout Capital

San Francisco (CA)

On-site

USD 110,000 - 150,000

Full time

6 days ago

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Job summary

Qualified by Salesforce is seeking a Senior Technical Support Specialist to scale our world-class support. You will handle support requests, acting as the technical resource for the Success Architect team and bridging between support and engineering on the next generation of sales and marketing technology.

You’ll join an agile team that loves solving puzzles, documenting improvements, and helping customers succeed with our software.

Qualifications

Explain complex features to technical and non-technical users with empathy and technical expertise.
5+ years in a B2B SaaS support role.

Responsibilities

Actively managing the support queue to answer and resolve product-related issues via live chat, email, and video calls.
Supporting the Success Architect team with deep technical understanding and joining calls as a technical resource for customers.
Collaborating with engineering to diagnose, debug, and triage operations-related problems for existing customers and report bugs.
Working with product to understand, prioritize, and implement customer feedback into actionable insights for the roadmap.
Contributing to documentation, processes, and knowledge base improvements; participating in incident response communications with customers and staff.
Assisting leadership in improving speed and efficiency of customer operations strategies and experiences.