Salesforce

Sr. Technical Support Engineer

Salesforce$99K — $150K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in B2B SaaS technical support.
  • Bachelor's degree required.
  • Proficiency in Salesforce CRM and marketing automation tools (e.g., Marketo, Pardot, Hubspot, Eloqua).
  • Understanding of Javascript and API errors.
  • Strong interpersonal, communication, and writing skills.
  • Ability to simplify complex technical concepts for varied audiences.

Responsibilities

  • Manage support queue to resolve product-related issues via live chat, email, and video calls.
  • Support Success Architect team with technical knowledge during customer calls.
  • Collaborate with engineering to diagnose and triage bugs for existing customers.
  • Work with product team to translate customer feedback into actionable insights.
  • Contribute to documentation and knowledge base improvements.
  • Participate in incident response communications with customers and staff.
  • Assist leadership in enhancing customer operations strategy.

Benefits

  • Work in a dynamic and innovative environment.
  • Opportunity to engage with cutting-edge sales and marketing technologies.
  • Ability to contribute to shaping the product roadmap.
  • Involvement in cross-functional projects and teams.
  • Career growth potential in Technical Support.
Full 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

Job Details

Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities:

  • Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.

  • Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.

  • Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.

  • Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.

  • Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.

  • Working on our incident response team to provide critical communication to our customers and internal staff during incidents.

  • Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications:

  • You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise

  • 5+ years of experience providing support in a B2B SaaS company

  • Bachelors degree

  • You are located in either PST or MST

  • Excellent interpersonal, communication, and writing skills

  • Extensive knowledge of Salesforce CRM

  • Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)

  • Working knowledge of Javascript and API errors

  • Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)

  • Passion for making customers successful with software solutions

  • You enjoy analyzing issues and digging into complex problems

  • You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.

  • The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.

  • You’re interested in growing your career in Technical Support and helping us grow an amazing team.

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 $99,400 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.



About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

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