Salesforce

Technical Support Engineer

Salesforce$80K — $121K *
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent experience.
  • 2+ years in technical support or software engineering roles with customer interaction.
  • Experience troubleshooting software applications and debugging Java code.
  • Strong understanding of database management and SQL.
  • Proven ability to explain technical concepts to non-technical users.
  • Excellent communication skills, both written and verbal.
  • Strong analytical problem-solving skills in fast-paced environments.
  • Ability to manage multiple competing priorities effectively.

Responsibilities

  • Lead end-to-end customer technical experience handling support cases from diagnosis through resolution.
  • Diagnose and resolve complex technical issues related to Salesforce products.
  • Collaborate with cross-functional teams to resolve critical cases, escalating to Product Engineering as needed.
  • Provide onboarding support and technical discovery for new Salesforce customers.
  • Guide customers on best practices to maximize product adoption and platform value.
  • Investigate and analyze customer-reported issues to identify root causes.
  • Create and maintain technical documentation and knowledge base articles.

Benefits

  • Professional development opportunities and mentorship.
  • Access to Salesforce platform training and certifications.
  • Flexible working hours and possibility for remote work.
  • Collaboration with cross-functional teams and subject matter experts.
  • Participation in a community-focused company culture.
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

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 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.

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.
  • Professional proficiency in spoken and written English is required.

Preferred Qualifications:

  • 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.
  • Experience working with Spiff or other commission calculation software.
  • Experience working with Own or similar backup software.
  • Experience working with Tableau or CRMA.
  • Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.
  • U.S. citizenship preferred.

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.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

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Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ

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