Sr. Technical Support Engineer

Salesforce; Seattle (WA); On-site; USD 99,400 - 150,300; Full time

Job summary

Salesforce is seeking a Technical Support Specialist in Seattle to join our Technical Support team. You will manage support requests and work closely with our Success Architect team, ensuring we provide top-notch support. This role is crucial for maintaining customer satisfaction and improving the product through customer feedback.

Ideal candidates have 5+ years of support experience in B2B SaaS, a Bachelor’s degree, and strong knowledge of Salesforce CRM. The position offers a competitive salary range of $99,400 - $150,300 and is on-site in Seattle.

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Ability to explain complex features to technical and non-technical users.
• Excellent interpersonal, communication, and writing skills.

Responsibilities

• Manage the support queue to resolve product-related issues.
• Support the Success Architect team in technical calls.
• Collaborate with engineering to diagnose and debug problems.

Skills

Salesforce CRM

B2B SaaS Support

JavaScript

Marketing Automation Systems

Education

Bachelor’s degree

Tools

Marketo

Pardot

Hubspot

Eloqua

Job description

Job Overview

Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities

• Actively managing the support queue to answer and resolve product‑related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
• Working cross‑functionally with our engineering team to diagnose, debug, and report on operations‑related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications

• You have the ability to explain complex features and functionality to technical and non‑technical users with empathy and technical expertise.
• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor’s degree.
• You are located in either PST or MST.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation systems (e.g., Marketo, Pardot, Hubspot, Eloqua).
• Working knowledge of JavaScript and API errors.
• Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc).
• Passion for making customers successful with software solutions.
• You enjoy analyzing issues and digging into complex problems.
• You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.
• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.
• You’re interested in growing your career in Technical Support and helping us grow an amazing team.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Equal Opportunity Employer

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all and create a workplace that’s inclusive and free from discrimination. All employees and applicants will be assessed on the basis of merit, competence, and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.

Compensation

The typical base salary range for this position is $99,400 - $150,300 annually. The range represents base salary only and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.