Service Cloud Engineer: 24/7 Technical Support

salesforce.com, inc.; Indianapolis (IN); On-site; USD 81,000 - 122,000; Full time

Job summary

Salesforce is seeking a Technical Support Engineer to work directly with customers, resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform.

The role blends advanced troubleshooting, proactive support, and customer-focused guidance in a fast-paced, 24/7 global support environment. Visa sponsorship cannot be offered; candidates must be eligible to work in the United States.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years in technical support, software engineering, or related customer-facing technical roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of database concepts, data management, and SQL.
• Excellent written and verbal communication skills.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• Professional proficiency in spoken and written English.

Responsibilities

• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud.
• Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to maximize platform value.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools.
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

Skills

Bachelor's degree in Computer Science,

Engineering or related field

2+ years in technical support / client

Troubleshooting software & debugging (

Education

Bachelor's degree in Computer Science, Engineering, or related technical discipline

Tools

Salesforce Platform

HTML

JavaScript

LWC

APEX

SQL

Job description

Salesforce is seeking a Technical Support Engineer to work directly with customers, resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform.

The role blends advanced troubleshooting, proactive support, and customer-focused guidance in a fast-paced, 24/7 global support environment. Visa sponsorship cannot be offered; candidates must be eligible to work in the United States.