Technical Support Engineer — Platform & AI Tools

salesforce.com, inc.; Indianapolis (IN); On-site; USD 81,000 - 121,000; Full time

Benefits offered by this job

Time off

Medical

Dental

Vision

Mental health

Parental leave

Life insurance

Disability insurance

401(k)

Employee stock purchase

Job summary

Salesforce is seeking a customer-facing technical support professional to lead end-to-end experiences, diagnose and resolve complex issues in Salesforce platform products such as Sales Cloud, and coordinate with Product Engineering on high-priority cases.

You will onboard new customers, share best practices, and guide configuration and architecture to maximize platform value while developing deep expertise and mentoring teammates in a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years 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.
• Excellent written and verbal communication skills.

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

Communication skills

Analytical thinking

English proficiency

Customer-focused

Prioritization

Education

Bachelor's degree in CS/Engineering or related field

Tools

Java

SQL

HTML/JavaScript

Job description

Salesforce is seeking a customer-facing technical support professional to lead end-to-end experiences, diagnose and resolve complex issues in Salesforce platform products such as Sales Cloud, and coordinate with Product Engineering on high-priority cases.

You will onboard new customers, share best practices, and guide configuration and architecture to maximize platform value while developing deep expertise and mentoring teammates in a fast-paced environment.