Service Cloud Technical Support Engineer

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 About Salesforce Salesforce 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce. 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. 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 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 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 Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies Experience with web technologies including HTML, JavaScript, CSS, LWC, or Apex Professional proficiency in spoken and written English is required Preferred Qualifications 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 Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via Accommodations Request Form. Please 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 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. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. 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. In 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. 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. J-18808-Ljbffr