Service Cloud Technical Support Engineer

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

Job summary

Salesforce is seeking a Technical Support Engineer to work with customers, resolve critical issues, and guide adoption of Salesforce technology. You will serve as a trusted technical partner, providing troubleshooting and best practices to maximize value across the Salesforce platform.

The role blends deep technical problem-solving with customer-focused guidance in a fast-paced, 24/7 support environment. Must have BS in CS/Engineering or equivalent and 2+ years in technical roles.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years in technical support or related roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of database concepts, data management, and SQL.
• Clear written and verbal communication skills.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
• 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 debugging

SQL knowledge

Strong communication

English proficiency

Customer-facing

Education

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

Tools

Salesforce

HTML

JavaScript

CSS

LWC

APEX

SQL

Job description

Salesforce is seeking a Technical Support Engineer to work with customers, resolve critical issues, and guide adoption of Salesforce technology. You will serve as a trusted technical partner, providing troubleshooting and best practices to maximize value across the Salesforce platform.

The role blends deep technical problem-solving with customer-focused guidance in a fast-paced, 24/7 support environment. Must have BS in CS/Engineering or equivalent and 2+ years in technical roles.