Technical Support Engineer

- 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.

- 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.

- 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.

The typical base salary range for this position is $80,900 - $121,300 annually.