Technical Support Engineer (Service Cloud)

• 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
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year- 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
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
• Strong analytical and problem-solving skills in fast-paced technical environments
• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience
• Experience explaining complex technical concepts to non-technical audiences
• Professional proficiency in spoken and written English is required
• Strong understanding of database concepts, data management, and SQL
• Excellent written and verbal communication skills
• Experience troubleshooting software applications and debugging code, including Java-based applications
• Customer-focused mindset with ability to build consultative relationships with stakeholders
• Ability to prioritize multiple tasks and manage competing customer issues effectively
• 2+ years of experience in technical support, software engineering, or related customer-facing technical roles
• 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