Technical Support Engineer - Service Cloud

100 Salesforce, Inc.

United States

On-site

USD 81,000 - 122,000

Full time

5 days ago

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Job summary

Salesforce, Inc. is seeking a Technical Support Engineer in the United States to resolve complex issues, guide adoption of Salesforce technology, and deliver measurable business value for customers. You will act as a trusted technical partner across the Salesforce platform, including Service Cloud and related products.

The role combines deep technical problem-solving with proactive, customer-focused guidance in a fast-paced global support environment. English fluency required.

Qualifications

Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
2+ years in technical support or related customer-facing technical roles.
Experience troubleshooting software applications and debugging code (Java-based).
Strong SQL/database knowledge.
Ability to explain complex concepts to non-technical audiences.
Excellent written and verbal communication.
Strong analytical and problem-solving skills in fast-paced environments.
Customer-focused mindset with stakeholder relationship skills.
Ability to prioritize multiple tasks and manage issues.
Familiarity with Salesforce products such as Sales Cloud, Service Cloud, Data Cloud, or Agentforce.
Experience with web technologies: HTML, JavaScript, CSS, LWC, APEX.
Professional fluency in English.

Responsibilities

Lead end-to-end customer technical experience from diagnosis to resolution.
Diagnose and resolve complex issues on Salesforce platform products.
Coordinate resolution of high-priority cases with cross-functional teams.
Provide onboarding and technical discovery sessions for new customers.
Advise on best practices, configuration, and architecture to maximize adoption.
Investigate issues, analyze behavior, identify root causes.
Manage multiple issues in a fast-paced support environment.
Create and maintain technical documentation and knowledge base.
Mentor team members through collaborative troubleshooting.

Skills

Technical troubleshooting

Java debugging

SQL knowledge

Customer-facing communication

Analytical problem-solving

English proficiency

Prioritization & multitasking

Cross-functional collaboration

Education

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

Tools

HTML

JavaScript

CSS

LWC

APEX

Sales Cloud

Service Cloud

Data Cloud

Agentforce technologies

Job description

Job Category

Customer Success

Job Details

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.

As a Technical Support Engineer, you will work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform. You will serve as a trusted technical partner to customers by providing expert troubleshooting, guidance, and best practices throughout their use of the Salesforce platform.

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.

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 Service 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

These roles cannot offer visa sponsorship: Must be a Permanent Resident, Green Card Holder, or U.S. Citizen 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.

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
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

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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

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. Know your rights: workplace discrimination is illegal. 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.

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.