Tech Support Engineer - Nonprofit & Education Cloud

Salesforce; Chicago (IL); On-site; USD 81,000 - 122,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Employee stock purchasing program

Time off programs

Job summary

Salesforce is seeking a Technical Support Engineer for the Nonprofit Cloud & Education Cloud Support team to deliver high-quality enterprise SaaS support, partnering with Product, Engineering, Success, and Sales to resolve complex environments.

Ideal candidates have 2+ years in tech support, Salesforce/CRM experience, and comfort working with customers at all levels; they will meet CSAT, SLA targets and grow product depth over time.

Qualifications

• 2+ years in a Technical Support/Services-related role.
• Experience with Salesforce and/or CRM applications and other cloud-based technologies.
• Comfortable interacting with all levels of customer and Salesforce management.
• Ability to multitask and perform effectively under pressure.
• Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Experience with database concepts and data management, JSON, and SQL.
• Familiarity with system logging tools (Splunk, Sumo Logic) and system monitoring.

Responsibilities

• Deliver high-quality customer support to Premier and broader customer base, contributing to operational excellence.
• Partner with Product, Engineering, Success, and Sales to support complex customer environments.
• Meet operational metrics including CSAT, Time to Resolve, and SLA targets.
• Grow product depth over time and surface feedback to improve the product.

Skills

Experience with Salesforce CRM

Customer interaction

Multitasking under pressure

Internet tech knowledge

JSON & SQL

Logging/Monitoring tools

Education

Degree or equivalent experience

Tools

Splunk

Sumo Logic

Job description

Salesforce is seeking a Technical Support Engineer for the Nonprofit Cloud & Education Cloud Support team to deliver high-quality enterprise SaaS support, partnering with Product, Engineering, Success, and Sales to resolve complex environments.

Ideal candidates have 2+ years in tech support, Salesforce/CRM experience, and comfort working with customers at all levels; they will meet CSAT, SLA targets and grow product depth over time.