Technical Support Engineer - Senior Technical Support Engineer

salesforce.com, inc.; Atlanta (GA); On-site; USD 80,900 - 150,300; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) plan

Employee stock purchase program

Paid parental leave

Job summary

Salesforce is seeking a Signature Support Engineer (Technical) to drive proactive support for large enterprise accounts and manage Severity 1/2 cases. You will work with Worldwide Support, R&D, and Support Operations to prevent issues and improve customer outcomes.

The role requires strong technical skills, Salesforce admin certification, and 5+ years in technical support or 3+ years in development. You’ll partner with stakeholders across levels and contribute to knowledge sharing and incident

Qualifications

• Bachelor’s degree in computer science or equivalent experience.
• 5+ years of prior Technical Support experience and 2+ years as a Technical Support Engineer.
• Current Salesforce Administrator Certification.
• Experience with enterprise architecture concepts (Security, performance, release management).
• Strong problem solving and debugging skills.
• Experience with SOAP/REST, XML, and web services.
• Ability to communicate with executives and stakeholders.

Responsibilities

• Serve as a trusted advisor to business stakeholders on enterprise architecture basics.
• Handle highly visible, global enterprise cases with high customer satisfaction.
• Analyze how customers use Signature Support tech and align success metrics.
• Provide proactive monitoring, Splunk analysis, and proactive alerts.
• Collaborate with R&D and Support Ops on escalations and roadmap changes.
• Lead resolution of critical technical issues with prompt outcomes.
• Assist developers in integrating with Salesforce APIs and debugging.
• Create knowledge base materials to improve operational efficiency.
• Participate in follow-the-sun support hand-offs.
• Mentor teammates and share best practices.

Skills

Salesforce admin cert

Bachelor's degree in CS

5+ years tech support

3+ years development experience

Problem solving

Customer interaction

SQL

XML

SOAP/REST

Java/.Net/SQL

Education

Bachelor's degree in computer science or equivalent experience

Tools

SOAP/REST APIs

XML

Splunk

Job description

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

About Salesforce

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.

The Signature Support Engineer (Technical) is a customer-focused expert and is responsible for Salesforce.com’s Signature Support handling and execution of Severity 1 and 2 cases, as well as, implementing and finding ways to prevent customer issues through proactive support and monitoring. The Signature Support team provides the highest level of support and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Signature Support team, the Signature Support Engineer (Technical) is technically competent, business oriented and highly customer centric.

Responsibilities

• Serve as a Trusted Advisor, drive conversations with our customer’s Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
• Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues.
• Understanding how Signature Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics.
• Provide proactive support, including but not limited to: proactive system/limit monitoring and communications, deep Splunk analysis, creating definitions for proactive alerts, working with Customer Centric Engineering and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions.
• Advocate Signature Support customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features as well as working with R&D on pilot programs.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
• Assist developers in troubleshooting their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.com developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Participation in Signature Support project work, including but not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities.
• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
• Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all post sales support activities.

Required Skills/Experience

• Deep understanding of Salesforce multi-tenant architecture.
• Bachelor’s degree in computer science or equivalent experience.
• 5+ years of prior experience in Technical Support and/or 3+ years of development experience (Senior role); 2+ years as a Technical Support Engineer.
• Current Salesforce Administrator Certification.
• Demonstrated analysis, problem solving and troubleshooting expertise.
• Ability to effectively prioritize and elevate customer issues as required.
• Comfortable interacting with all levels of customer and SFDC management.
• Ability to multi-task and perform effectively under pressure.
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL.
• Solid understanding of Object-Oriented design and core programming concepts.
• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP / REST).
• Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development.
• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication, Data Replication, Transactional data to and from Salesforce objects.

Desired Skills/Experience

• Salesforce Certifications - Advanced Admin, App Builder, Platform Developer.
• VisualForce/Apex Knowledge.
• CRM domain knowledge.
• Previous experience with Salesforce.com CRM and its technologies.

Compensation and Benefits

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. More details about company benefits can be found at https://www.salesforcebenefits.com. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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. 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.