Technical Support Engineer — AI CRM Specialist

Salesforce, Inc.; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce, Inc. is seeking a Technical Support Engineer to resolve critical issues, guide adoption of Salesforce technology, and deliver measurable business value through the platform.

You will partner with customers to provide expert troubleshooting, guidance, and best practices across the Salesforce platform. The role requires deep technical problem-solving, proactive support, and customer-focused guidance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years in technical support 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.
• Ability to explain 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.
• Must be a Sole U.S. Citizen (Non-dual). Proficiency in spoken and written English.

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 Sales 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

HTML/JavaScript/CSS

Salesforce tech

Communication

Problem solving

Customer focus

Education

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

Tools

Salesforce Platform Architecture

Sales Cloud

Apex

Job description

Salesforce, Inc. is seeking a Technical Support Engineer to resolve critical issues, guide adoption of Salesforce technology, and deliver measurable business value through the platform.

You will partner with customers to provide expert troubleshooting, guidance, and best practices across the Salesforce platform. The role requires deep technical problem-solving, proactive support, and customer-focused guidance.