Technical Support Engineer

Description
Role Description
We are seeking an ambitious, self-directed Support Engineer to join our elite Global Technical Support Organization. This role is a fast track to mastering the Salesforce Platform and contributing directly to the success of global enterprises using the #1 AI-powered CRM. As a Support Engineer, you will be the primary technical expert for customers experiencing complex challenges. This demands superior analytical, troubleshooting, and diagnostic skills to resolve mission-critical issues and ensure service reliability worldwide.

• Own the Solution: Manage and resolve complex technical issues across the cutting-edge Salesforce AI CRM ecosystem.
• Deliver Excellence: Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment.
• Unlimited Learning: Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform.

Join a team where having fun is valued and giving back is fundamental. Participate in our generous Volunteer Time Off (VTO) and contribute to our commitment to philanthropy through the 1-1-1 model.

Your Impact

• Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our #1 AI CRM platform.
• Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
• Drive Critical Issue Resolution: Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
• Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
• Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
• Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
• Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
• Provide Platform Guidance: Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies.
• Contribute to Team Knowledge: Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
• Enable the Support Ecosystem: Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Minimum Requirements

• Bachelor's degree in Computer Science or equivalent experience.
• Excellent written and verbal communication skills.
• Experience in Software Product Engineering, Software Programming (e.g., Apex, Python, JavaScript), Big Data, Snowflake, Redshift, or working with Salesforce Data Cloud, Agentforce, Sales Cloud, Service Cloud or any of the Salesforce Platform product offerings.
• Demonstrate familiarity with core Generative AI concepts, including Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering/tuning, to effectively support our AI-driven features.
• Expert-level experience with Database concepts, Data modeling (relational and non-relational), and advanced SQL/SOQL query writing and performance tuning.
• Proven experience debugging and developing on the Salesforce Platform (Apex, LWC, or advanced Flows).
• Demonstrated skill in troubleshooting complex, high-priority technical issues in a customer-facing role.
• Ability to effectively prioritize and advance customer issues, as required.
• Ability to multi-task and perform effectively under pressure.

Preferred Requirements

• Certifications in Salesforce Data Cloud Consultant, Agentforce Specialist, Salesforce Platform Developer I/II, Sales Cloud, or Service Cloud.
• Proven comprehension of one or more Salesforce products and their cross-cloud integrations.
• Deep technical understanding of Large Language Models (LLMs) and expertise in Retrieval-Augmented Generation (RAG) architecture, focusing on data grounding and knowledge retrieval pipelines. Advanced skills in prompt engineering and tuning, including parameter optimization, to maximize the precision and efficiency of AI-driven diagnostics.
• Experience with DevOps practices (CI/CD, Git, deployment tools) in a Salesforce environment.