Technical Support Engineer

Summary

Salesforce is the #1 AI CRM company, dedicated to transforming business through AI and data. The Technical Support Engineer role involves providing expert troubleshooting and support to customers, guiding them in adopting Salesforce solutions, and ensuring they derive maximum value from the platform.

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

Skills

• 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
• Professional proficiency in spoken and written English is required
• Portuguese and Spanish language proficiency highly preferred
• Experience working within the Salesforce platform architecture
• Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
• Experience with web technologies including HTML, JavaScript, CSS, or APEX
• 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

Qualifications

Must Haves

• 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
• Professional proficiency in spoken and written English is required

Nice to Haves

• Portuguese and Spanish language proficiency highly preferred
• Experience working within the Salesforce platform architecture
• Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
• Experience with web technologies including HTML, JavaScript, CSS, or APEX
• 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

Benefits

• Time off programs
• Medical
• Dental
• Vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program