Service Cloud Technical Support Engineer

Jobtailor; Town of Texas (WI); On-site; USD 70,000 - 95,000; Full time

Job summary

Jobtailor is seeking a technically skilled support engineer to own the customer experience for Salesforce platform products, including Service Cloud. You will diagnose issues, guide configuration and best practices, and coordinate with Product Engineering on complex defects.

In this role you will onboard new customers, deliver technical discovery sessions, and create knowledge base articles while mentoring teammates.

Qualifications

• Bachelor’s degree or equivalent experience in CS, Engineering, or related technical discipline.

Responsibilities

• Lead end-to-end customer technical experience and manage support cases.
• Diagnose and resolve complex Salesforce platform issues.
• Coordinate cross-functional resolutions with Product Engineering when necessary.
• Provide onboarding support and technical discovery sessions to help new customers implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to accelerate product adoption.
• Investigate customer issues and identify root causes using internal tools.
• Mentor team members through collaborative troubleshooting frameworks such as the swarming model.

Skills

Troubleshooting

Java

SQL

Communication

Analytical thinking

Customer-facing

Prioritization

HTML

JavaScript

CSS

LWC

Apex

Sales Cloud

Service Cloud

Data Cloud

Agentforce

Education

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Tools

HTML

JavaScript

CSS

LWC

APEX

Sales Cloud

Service Cloud

Data Cloud

Agentforce

Job description

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

Requirements

• 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

Certifications & Qualifications

• Bachelor’s degree in Computer Science
• Bachelor’s degree in Engineering