{"schemaVersion":"jobsearcher.job.v1","id":"3d06d35688db1e492d1c0ea8","url":"https://jobsearcher.com/jobs/3d06d35688db1e492d1c0ea8","canonicalUrl":"https://jobsearcher.com/jobs/3d06d35688db1e492d1c0ea8","title":"Service Cloud Technical Support Engineer","description":"Job Overview\r\nSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.\r\nAs 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.\r\nThis 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.\r\nCitizenship Requirement\r\nThese roles cannot offer visa sponsorship. Must be a Permanent Resident, Green Card Holder, or U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. 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.\r\nDuties & Responsibilities\r\nLead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution\r\nDiagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud\r\nCoordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary\r\nProvide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions\r\nGuide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value\r\nInvestigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods\r\nManage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment\r\nDevelop and maintain deep technical expertise in Salesforce platform functionality and related technologies\r\nCollaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality\r\nCreate and maintain technical documentation and knowledge base articles to support internal teams and the broader support community\r\nMentor team members through collaborative troubleshooting frameworks such as the swarming model\r\nCommunicate complex technical concepts clearly to both technical and non-technical stakeholders\r\nRequired Qualifications\r\nBachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience\r\n2+ years of experience in technical support, software engineering, or related customer-facing technical roles\r\nExperience troubleshooting software applications and debugging code, including Java-based applications\r\nStrong understanding of database concepts, data management, and SQL\r\nExperience explaining complex technical concepts to non-technical audiences\r\nExcellent written and verbal communication skills\r\nStrong analytical and problem-solving skills in fast-paced technical environments\r\nCustomer-focused mindset with ability to build consultative relationships with stakeholders\r\nAbility to prioritize multiple tasks and manage competing customer issues effectively\r\nFamiliarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies\r\nExperience with web technologies including HTML, JavaScript, CSS, LWC, or APEX\r\nProfessional proficiency in spoken and written English is required\r\nPreferred Qualifications\r\nPortuguese and Spanish language proficiency highly preferred\r\nExperience working within the Salesforce platform architecture\r\nSalesforce certifications such as Salesforce Administrator (ADMIN201) or similar\r\nExperience with AI/LLM technologies, conversational AI, or AI orchestration frameworks\r\nPrior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services\r\nBenefits and Compensation\r\nIn the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at https://www.salesforcebenefits.com. Salesforce believes in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.\r\nAccommodations\r\nIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form.\r\nCandidate Privacy Statement\r\nPlease note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see the Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.\r\nPosting Statement\r\nSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.\r\nKnow your rights: workplace discrimination is illegal.\r\nJ-18808-Ljbffr","company":"Salesforce.com","rawCompany":"salesforcecom","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-06-26T03:23:45.421Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Service Cloud Technical Support Engineer","description":"Job Overview\r\nSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.\r\nAs 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.\r\nThis 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.\r\nCitizenship Requirement\r\nThese roles cannot offer visa sponsorship. Must be a Permanent Resident, Green Card Holder, or U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. 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.\r\nDuties & Responsibilities\r\nLead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution\r\nDiagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud\r\nCoordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary\r\nProvide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions\r\nGuide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value\r\nInvestigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods\r\nManage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment\r\nDevelop and maintain deep technical expertise in Salesforce platform functionality and related technologies\r\nCollaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality\r\nCreate and maintain technical documentation and knowledge base articles to support internal teams and the broader support community\r\nMentor team members through collaborative troubleshooting frameworks such as the swarming model\r\nCommunicate complex technical concepts clearly to both technical and non-technical stakeholders\r\nRequired Qualifications\r\nBachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent experience\r\n2+ years of experience in technical support, software engineering, or related customer-facing technical roles\r\nExperience troubleshooting software applications and debugging code, including Java-based applications\r\nStrong understanding of database concepts, data management, and SQL\r\nExperience explaining complex technical concepts to non-technical audiences\r\nExcellent written and verbal communication skills\r\nStrong analytical and problem-solving skills in fast-paced technical environments\r\nCustomer-focused mindset with ability to build consultative relationships with stakeholders\r\nAbility to prioritize multiple tasks and manage competing customer issues effectively\r\nFamiliarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies\r\nExperience with web technologies including HTML, JavaScript, CSS, LWC, or APEX\r\nProfessional proficiency in spoken and written English is required\r\nPreferred Qualifications\r\nPortuguese and Spanish language proficiency highly preferred\r\nExperience working within the Salesforce platform architecture\r\nSalesforce certifications such as Salesforce Administrator (ADMIN201) or similar\r\nExperience with AI/LLM technologies, conversational AI, or AI orchestration frameworks\r\nPrior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services\r\nBenefits and Compensation\r\nIn the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at https://www.salesforcebenefits.com. Salesforce believes in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.\r\nAccommodations\r\nIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form.\r\nCandidate Privacy Statement\r\nPlease note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see the Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.\r\nPosting Statement\r\nSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.\r\nKnow your rights: workplace discrimination is illegal.\r\nJ-18808-Ljbffr","datePosted":"2026-06-26T03:23:45.421Z","dateModified":"2026-06-26T03:23:45.421Z","hiringOrganization":{"@type":"Organization","name":"Salesforce.com","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3d06d35688db1e492d1c0ea8"},"url":"https://jobsearcher.com/jobs/3d06d35688db1e492d1c0ea8"}}