Service Cloud Tech Support Engineer - AI Solutions

Salesforce, Inc.; Northern (KY); Hybrid; USD 81,000 - 122,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

Paid parental leave

401(k)

Job summary

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

You will serve as a trusted technical partner, providing expert troubleshooting and best practices across the Salesforce platform. The Global Support environment operates 24/7 and is fast-paced, with opportunities to collaborate cross-functionally and mentor teammates.

Qualifications

• Bachelor’s degree in CS/Engineering or related field, or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software and debugging Java-based apps.
• Strong SQL and database concepts understanding.
• Clear verbal and written English communication.
• Ability to explain complex concepts to non-technical audiences.
• Experience with Sales Cloud, Service Cloud, Data Cloud, or Agentforce; basic web tech knowledge (HTML, JavaScript, CSS, LWC, or APEX).
• Willingness to work in a fast-paced, customer-focused environment.

Responsibilities

• Lead end-to-end technical support cases from diagnosis to resolution.
• Diagnose and resolve complex issues related to Salesforce platform products.
• Coordinate resolutions with cross-functional teams and escalate to Product Engineering when needed.
• Provide onboarding support and discovery sessions for new customers.
• Guide customers on best practices and product configuration to maximize adoption.
• Investigate issues, analyze behavior, identify root causes using internal tools.
• Multitask and prioritize in a fast-paced environment.
• Develop deep technical expertise in Salesforce functionality and related tech.
• Create and maintain technical docs and knowledge base articles.
• Mentor teammates in collaborative troubleshooting methods.

Skills

Excellent communication

Analytical thinking

Customer-focused

Multi-tasking

English proficiency

Troubleshooting

SQL knowledge

Education

Bachelor’s degree in CS/Engineering or related field

Tools

Java

SQL

LWC/APEX

HTML/JavaScript/CSS

Job description

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

You will serve as a trusted technical partner, providing expert troubleshooting and best practices across the Salesforce platform. The Global Support environment operates 24/7 and is fast-paced, with opportunities to collaborate cross-functionally and mentor teammates.