Technical Support Engineer

Salesforce; United States; Remote; USD 78,000 - 112,000; Full time

Job summary

Salesforce is seeking a Senior Technical Support Engineer in Dublin to join the Qualified by Salesforce division. You will handle technical support requests, serve as a resource to the Success Architect team, and bridge between support and engineering to diagnose issues and deliver exceptional customer outcomes.

The role requires 5+ years in B2B SaaS support, strong Salesforce CRM knowledge, and the ability to explain complex concepts to both technical and non-technical users with empathy.

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Ability to explain complex features to technical and non-technical users with empathy.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues across channels (live chat, email, video calls).
• Supporting the Success Architect team as a technical resource on calls with customers.
• Collaborating with engineering to diagnose, debug, and triage operations-related problems.
• Working with product to understand, prioritize, and implement customer feedback into the roadmap.
• Contributing to documentation improvements and knowledge base updates.
• Participating in incident response communications to customers and internal teams.
• Assisting leadership to improve speed and efficiency of customer operations.

Skills

B2B SaaS support

Excellent communication

Empathy

Problem solving

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

HubSpot

Eloqua

JavaScript

Job description

Описание:

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Qualified by Salesforce is looking to add a new member to our Senior Technical Support team as we scale our world class support. This will be our first Dublin based Senior Technical Support Engineer. As a Senior 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.

Задачи:

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.

Требования:

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 Bachelors degree required Excellent interpersonal, communication, and writing skills Extensive knowledge of Salesforce CRM Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua) Working knowledge of Javascript and API errors Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc) Knowledge of platform technology (Email services, LLM, 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.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.