Technical Support Engineer

**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 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.**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.* 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.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.When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.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 our 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.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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. 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