Senior Technical Support Engineer - Nonprofit Cloud & Education Cloud
Role details
Job location
Tech stack
Job description
The Senior technical Support Engineer is a customer-focused authority responsible for Salesforce's Critically Important Support, handling and executing cases of all severities, and implementing and identifying ways to prevent customer issues through proactive support and monitoring. The Signature Success team provides the highest level of support and expertise to some of our largest and most strategic Nonprofit and Education accounts in Salesforce Industries Cloud.
This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Signature Success team, the Engineer is experienced with technical concepts and is highly customer-centric.
The ideal candidate will have a programming background, technical prowess, and exceptional customer-facing skills. We work in a fast-paced environment with a focus on customer success., We're looking for a Senior Technical Support Engineer for the Nonprofit Cloud & Education Cloud Support team with a focus on:
- Nonprofit Cloud (NPC) and the Industries platform
- Education Cloud (EDC) and student success tooling
- Industries Common Components / OmniStudio underpinning both
This Support Engineer will be responsible for delivering world-class customer support to our Signature and Premier customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments. This role requires strong, deep technical skills and experience supporting enterprise-grade SaaS platforms in mission-driven, nonprofit, or education-sector environments. This role also requires meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. It also requires serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability.
Requirements
The ideal candidates are excellent teammates who enjoy working hard, exhibit professionalism, are dedicated to going above and beyond, have excellent problem-solving skills, can learn new technologies quickly, and use their time efficiently., * Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
- Over 4+ years of prior experience in a Technical Support/Services-related role.
- Experience with Salesforce and/or CRM applications and other cloud-based technologies.
- Comfortable interacting with all levels of customer and Salesforce management.
- Ability to multitask and perform effectively under pressure.
- Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
- Experience with database concepts and data management, JSON, and SQL.
- Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
Salesforce Certifications Strongly Preferred (1 or more):
- Salesforce Certified Administrator
- Salesforce Certified Platform App Builder
- Salesforce Certified Platform Developer I
- Salesforce Certified Nonprofit Cloud Consultant
- Salesforce Certified Education Cloud Consultant
- Salesforce Certified OmniStudio Developer
NPC & Education Cloud Domain Knowledge
- Working knowledge of the NPC data model: Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Outbound Funds, Program Management Module (PMM) objects.
- Working knowledge of the Education Cloud data model: Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub, Recruiting & Admissions objects.
- Familiarity with legacy packages in the field (NPSP, EDA) is a plus - many customers are still running them and support cases often involve their data models and integrations.
- Hands-on with Industries platform tooling: OmniStudio (OmniScripts, FlexCards, Integration Procedures, Data Raptors), Data Processing Engine (DPE), Business Rules Engine (BRE), Actionable Relationship Center (ARC).
- Strong Flow debugging skills (Record-Triggered, Screen, Scheduled) - the majority of NPC/EDC declarative automation lives here.
- Sharing & permissions troubleshooting: role hierarchy, sharing rules, Restriction Rules, Scoping Rules, field-level security - especially as they interact with Person Accounts.
- Apex debug log triage, SOQL, Governor Limits; ability to read Apex but not required to write production Apex., * Prior experience at a nonprofit, higher education, or K-12 institution, or at an SI/ISV serving those verticals
- Familiarity with common NPC/EDC integrations: payment processors (Stripe, iATS, Elevate), SIS platforms (Banner, Workday Student, PeopleSoft), fundraising tools (Classy, GiveCampus)
- Experience with Data Cloud and/or Agentforce in an NPC/EDC context
- Experience with Grantmaking, Program Management, or Outcome Management
- Experience with data integration patterns (MuleSoft, ETL tools, REST/SOAP APIs)
Benefits & conditions
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 $99,400 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
