Technical Support Engineer - Sales Cloud

salesforce.com, inc.; Seattle (WA); On-site; USD 80,900 - 122,300; Full time

Job summary

Salesforce.com, inc. seeks an experienced technical support professional to lead the end-to-end customer technical experience for Salesforce platform products, including Sales Cloud.

You will diagnose complex issues, guide configuration, and collaborate with Product Engineering to resolve defects, while mentoring teammates and creating knowledge resources. The role emphasizes strong communication, customer focus, and the ability to manage multiple cases in a fast-paced environment.

Qualifications

• Must have a Bachelor's degree in a technical field or equivalent experience.
• 2+ years in technical support or customer-facing technical roles.
• Experience troubleshooting software applications and debugging code, including Java-based applications.
• Strong understanding of databases, data management, and SQL.
• Able to explain complex concepts to non-technical audiences.
• Excellent written and verbal communication skills.
• Analytical and problem-solving abilities in fast-paced environments.
• Customer-focused mindset with stakeholder relationship skills.
• Ability to prioritize multiple tasks and manage competing issues.
• Familiar with Sales Cloud, Service Cloud, Data Cloud, or Agentforce.
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
• English proficiency required. US citizenship per role requirements.

Responsibilities

• Lead end-to-end customer technical experience by managing support cases from diagnosis through resolution.
• Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
• Coordinate resolution of critical/high-priority cases with cross-functional teams; escalate to Product Engineering when needed.
• Provide onboarding support and technical discovery sessions to help new customers implement Salesforce solutions.
• Guide customers on best practices, product configuration, and architecture to maximize adoption.
• Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools.
• Manage multiple customer issues simultaneously in a fast-paced technical support environment.
• Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies.
• Collaborate with Product Engineering to investigate defects and improve platform functionality.
• Create and maintain technical documentation and knowledge base articles.
• 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

Technical support experience

Java debugging

SQL

Cross-functional communication

Written and verbal communication

Analytical thinking

Customer relationship

Prioritization

Sales Cloud / Service Cloud

Web technologies: HTML, JS, CSS, LWC,

English proficiency

Education

Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience

Job description

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) 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. Screening documents include U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, and U.S. Government CAC/PIV.
• 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.

This role blends deep technical problem-solving, proactive support, and customer-focused guidance to help customers resolve issues efficiently and maximize the value of their Salesforce solutions. The Global Support environment is highly customer-focused and fast-paced, operating globally to provide 24/7 technical support across the Salesforce platform.

Benefits and Compensation

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form.

Equal Opportunity and EEO Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. All hiring decisions are based on merit, competence, and qualifications, and are made 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 protections. This policy applies to all aspects of employment, including recruiting, hiring, compensation, benefits, training, performance evaluation, discipline, termination, and promotions.