Technical Support Engineer - Sales Cloud

Government restrictions: Must be a Sole U.S. Citizen (Non-dual) operating on U.S. soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV. 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. Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies. Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX. Must be a Sole U.S. Citizen (Non-dual) 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. 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. EEO Statement Salesforce is an equal opportunity employer and maintains a policy of non-differentiation with all employees and applicants for employment. Employees are assessed on merit, competence, and qualifications without regard to protected classes. The policy applies to all aspects of employment, including hiring, job assignment, compensation and benefits. We offer competitive compensation and benefits. The typical base salary range for this position is $80,900 - $122,300 annually. Benefits: Time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchasing program. More details about company benefits can be found at #J-18808-Ljbffr