Technical Support Engineer - Senior Technical Support Engineer

About Salesforce 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. Job Overview The Signature Support Engineer (Technical) is a customer‑facing expert responsible for handling and executing Severity 1 and 2 cases within Salesforce.com’s Signature Support. The role focuses on proactive support and monitoring, developing strong partnerships across Worldwide Support, R&D, and Support Operations. The Signature Support Engineer works closely with customers to prevent issues and ensure the highest level of customer satisfaction across all skill groups and areas of the platform. Responsibilities Serve as a trusted advisor, driving conversations with customers’ business stakeholders armed with best practices for enterprise architecture functions such as security, performance, development process, release management, and application governance. Solve highly visible, technical, global, and strategic enterprise cases, ensuring the highest levels of customer satisfaction across all skill groups/areas of the product/platform. Understand how Signature Support customers use our technology (integration points, implementation setup, etc.) and align success metrics with their usage. Provide proactive support, including proactive system/limit monitoring, deep Splunk analysis, creation of proactive alerts, and collaboration with customer‑centric engineering and technical enablement teams. Advocate Signature Support customer priorities internally and liaise with Salesforce R&D and infrastructure teams on escalated issues, product roadmap changes, and new features. Lead the resolution of critical technical issues, providing prompt and complete resolution to technical and business challenges. Assist developers in troubleshooting integrations with Salesforce.com APIs, Apex, Visualforce, and other developer products, ensuring thorough resolution. Participate in Signature Support project work such as building new monitoring and reporting tools, improving processes, and delivering “white glove” support practices for incident prediction and prevention. Serve as a subject matter expert, reviewing, improving, and approving technical work, mentoring, and teaching others. Create knowledge base materials for operational efficiency and empower the broader support community. Participate in a follow‑the‑sun support model, ensuring seamless hand‑offs for issues of varying severity. Orchestrate all Salesforce teams’ efforts to serve as a single point of contact for post‑sales support activities. Required Skills and Experience Deep understanding of Salesforce multi‑tenant architecture. Bachelor’s degree in computer science or equivalent experience. 5+ years of prior experience in technical support, or 3+ years of development experience. Current Salesforce Administrator certification. Demonstrated analytical, problem‑solving, and troubleshooting skills. Ability to effectively prioritize and accelerate customer issues. Comfort interacting with all levels of customer and Salesforce management. Ability to multi‑task and perform effectively under pressure. Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc. Understanding of database concepts and data management (RDBMS) and SQL. Solid understanding of object‑oriented design and core programming concepts. Solid knowledge of XML, preferably experience using server‑to‑server web services (SOAP/REST). Strong experience in front‑end web tier (JavaScript, AJAX, HTML, CSS, cross‑browser development) and back‑end (Java, .Net, SQL) software development. Understanding of integration technologies such as Computer Telephony Integration, data cleanse/de‑duplication, data replication, transactional data to and from Salesforce objects. Desired Skills and Experience Salesforce certifications (Advanced Admin, App Builder, Platform Developer). Visualforce/Apex knowledge. CRM domain knowledge. Previous experience with Salesforce.com CRM and its technologies. Accommodations If you need a reasonable accommodation during the application or recruiting process, please submit a request via the accommodations request form. Equal Opportunity Employer Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We assess all applicants on 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, recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Compensation and Benefits 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. Salesforce offers a variety of benefits to support work‑life balance, 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. Further details can be found at #J-18808-Ljbffr salesforce.com, inc.