Technical Support Engineer

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Through our #1 CRM platform, Customer 360, we help organizations across every industry transform how they connect with customers and operate their businesses. This role is designed for individuals who are highly motivated, self-directed, and passionate about solving complex technical challenges while delivering exceptional customer experiences. 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 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

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.
• 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.
• Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.

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. 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 the following link: https://www.salesforcebenefits.com. At Salesforce, we believe 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.

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.