Technical Support Engineer - Education and Non Profit Cloud

This Support Engineer will be responsible for delivering high-quality customer support to our Premier and broader customer base, contributing to operational excellence, and partnering with Product, Engineering, Success, and Sales to support complex customer environments. This role requires solid technical skills and a genuine interest in 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. You’ll partner with senior engineers on the most complex cases, grow your product depth over time, and surface product feedback and supportability gaps that help improve the product., Familiarity with any of the following is valuable. We don’t expect mastery of all of them on day one and will help you build depth:

• Awareness of the NPC data model: Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Program Management Module (PMM) objects.
• Awareness of the Education Cloud data model: Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub.
• 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.
• Exposure to Industries platform tooling: OmniStudio (OmniScripts, FlexCards, Integration Procedures, Data Raptors).
• Flow debugging skills (Record-Triggered, Screen, Scheduled) - where most NPC/EDC declarative automation lives.
• Sharing & permissions fundamentals: role hierarchy, sharing rules, field-level security - especially as they interact with Person Accounts.
• Comfort reading SOQL and Apex debug logs, and awareness of Governor Limits. Writing production Apex is not required.

• Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you’ll need for the role.
• 2+ 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 with system logging tools (Splunk, Sumo Logic) and system monitoring.

Salesforce Certifications(preferred - a plus, not required at hire)

• 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, * 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)
• Deeper Industries tooling: Data Processing Engine (DPE), Business Rules Engine (BRE), Actionable Relationship Center (ARC)
• Advanced sharing & visibility: Restriction Rules, Scoping Rules
• 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)
• U.S. citizenship (or eligibility to complete a U.S. federal government background check) is a plus - it enables support of public-sector and Government Cloud customers - but isnotrequired for this role.

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 $89,000 - $121,000 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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We’re looking for a 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