Technical Support Engineer – Service Cloud

Jobtailor

Town of Texas (WI)

On-site

USD 70,000 - 120,000

Full time

4 days ago

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Job summary

Jobtailor is seeking an experienced Salesforce Support Engineer to diagnose and resolve complex issues in Service Cloud and related Salesforce products. You will guide customers on best practices, configurations, and architecture while coordinating with Product Engineering on defects.

The role requires strong SQL, Java debugging, and AI technology familiarity, with excellent communication and mentoring abilities for a fast-paced, customer-facing environment.

Qualifications

Bachelor’s degree or equivalent experience in a technical discipline.
2+ years in technical support or related customer-facing technical roles.
Experience troubleshooting software applications and debugging code (Java).
Strong SQL/database concepts understanding.
Ability to explain complex concepts to non-technical audiences.

Responsibilities

Manage support cases from diagnosis to resolution.
Diagnose and resolve complex Salesforce platform issues (Service Cloud).
Coordinate high-priority case resolutions with cross-functional teams.
Provide onboarding support and technical discovery sessions for new customers.
Guide customers on best practices, configuration, and architecture.
Investigate issues, analyze behavior, identify root causes using internal tools.
Prioritize multiple customer issues in a fast-paced environment.
Develop expertise in Salesforce platform functionality and related tech.
Collaborate with Product Eng. to investigate defects and report issues.
Create and maintain technical documentation and knowledge base articles.
Mentor team members through collaborative troubleshooting frameworks.

Skills

Salesforce Platform

Technical Support

Java Application Debugging

SQL Database Management

HTML

JavaScript

LWC

APEX

AI Technologies

Salesforce Architecture

Education

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

Salesforce Administrator (ADMIN201)

Tools

Salesforce Service Cloud

Salesforce Sales Cloud

Data Cloud

Agentforce Technologies

Internal Troubleshooting Tools

Job description

Manage support cases from initial diagnosis through resolution
Diagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud
Coordinate critical and high-priority case resolution with cross-functional teams and Product Engineering
Provide onboarding support and technical discovery sessions for new customers
Guide customers on best practices, product configuration, and architecture
Investigate reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods
Manage and prioritize multiple customer issues in a fast-paced 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 and report product issues
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 to technical and non-technical stakeholders

Requirements

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
Professional proficiency in spoken and written English is required
Must be a Permanent Resident, Green Card Holder, or U.S. Citizen operating on U.S. Soil
Ability to meet customer and government screening standards, including Criminal Justice Information Services screening with fingerprint scan
Citizenship verification through qualifying REAL ID Act documents
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

Core Competencies

Demonstrates deep technical expertise in Salesforce platform functionality, including Service Cloud and Sales Cloud, while effectively managing customer support cases and providing onboarding support. Excels in troubleshooting complex technical issues and communicating solutions to both technical and non-technical stakeholders.

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