Technical Support Engineer - Sales Cloud

Salesforce; Chicago (IL); On-site; USD 80,900 - 122,300; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Mental health support

Paid parental leave

401(k) plan

Employee stock purchasing program

Job summary

Salesforce is seeking a qualified technical support specialist in Chicago, Illinois. You will manage customer technical support cases, resolving complex issues related to the Salesforce platform products, including Sales Cloud. Candidates must be Sole U.S. Citizens and possess a degree in Computer Science or a related field.

The role requires extensive technical expertise, excellent communication skills, and a customer-focused mindset. A competitive salary range of $80,900 - $122,300 is offered along with comprehensive benefits.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• 2+ years of experience in technical support or customer-facing roles.
• Experience troubleshooting software applications including Java-based applications.
• Strong understanding of database concepts and SQL.
• Experience in explaining technical concepts to non-technical audiences.

Responsibilities

• Lead the customer technical experience by managing support cases.
• Diagnose and resolve complex technical issues related to Salesforce products.
• Provide onboarding support for new customers implementing Salesforce solutions.
• Communicate complex technical concepts to both technical and non-technical stakeholders.

Skills

Technical Support

Problem-Solving

Customer-Focused Mindset

Analytical Skills

SQL

Java

HTML

JavaScript

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Sales Cloud

Service Cloud

Data Cloud

LWC

APEX

Job description

Government restrictions: Must be a Sole U.S. Citizen (Non-dual) operating on U.S. soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.

Duties & 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.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 2+ years of experience 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.
• Experience explaining 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)
• Professional proficiency in spoken and written English is required.

Preferred Qualifications

• Portuguese and Spanish language proficiency highly preferred.
• Experience working within the Salesforce platform architecture.
• Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
• Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks.
• Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.

EEO Statement

Salesforce is an equal opportunity employer and maintains a policy of non-differentiation with all employees and applicants for employment. Employees are assessed on merit, competence, and qualifications without regard to protected classes. The policy applies to all aspects of employment, including hiring, job assignment, compensation and benefits. We offer competitive compensation and benefits. The typical base salary range for this position is $80,900 - $122,300 annually.

Benefits: Time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchasing program. More details about company benefits can be found at https://www.salesforcebenefits.com.