Service Cloud Tech Support Engineer

Salesforce; Atlanta (GA); On-site; USD 81,000 - 122,000; Full time

Benefits offered by this job

Time off

Medical

Dental

Vision

Mental health support

Parental leave

401(k)

Employee stock purchase program

Job summary

Salesforce is hiring a Technical Support Engineer in the United States to resolve critical issues and guide adoption of Salesforce technologies. You will act as a trusted technical partner, delivering expert troubleshooting and guidance to maximize platform value.

This fast-paced, global role requires strong problem-solving, excellent communication, and the ability to manage multiple high-priority cases while ensuring customer success.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience
• 2+ years of experience 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
• Experience explaining complex technical concepts to non-technical audiences
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills in fast-paced technical environments
• Customer-focused mindset with ability to build consultative relationships with stakeholders
• Ability to prioritize multiple tasks and manage competing customer issues effectively
• 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 is required

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 accelerate product adoption and maximize platform value
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods
• Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies
• Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality
• Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community
• Mentor team members through collaborative troubleshooting frameworks such as the swarming model
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders

Skills

Java

SQL

English proficiency

Communication

Analytical thinking

Customer focus

Task prioritization

Web technologies

Education

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

Tools

Sales Cloud

Service Cloud

Data Cloud

Agentforce

APEX

LWC

HTML/CSS/JavaScript

Job description

Salesforce is hiring a Technical Support Engineer in the United States to resolve critical issues and guide adoption of Salesforce technologies. You will act as a trusted technical partner, delivering expert troubleshooting and guidance to maximize platform value.

This fast-paced, global role requires strong problem-solving, excellent communication, and the ability to manage multiple high-priority cases while ensuring customer success.