Sr. Technical Support Engineer

As a Technical Support Specialist, you will be responsible for handling support requests, serving as the technical resource aligned to our Qualified Success Architect team, and acting as a bridge between support and engineering. You’ll work on the cutting edge of the next generation of sales and marketing technology, wearing multiple hats, and helping transform our customer experience. Responsibilities Actively manage the support queue to answer and resolve product‑related issues by working on cases in a timely manner and answering questions via live chat, email, and video calls. Support our Success Architect team through a deep technical understanding of the product and join them on calls as an additional technical resource for customers. Work cross‑functionally with engineering to diagnose, debug, and report operations‑related problems for existing customers, investigating, diagnosing, and triaging bugs. Collaborate with the product team to understand, prioritize, and implement customer feedback into actionable insights that shape the product roadmap. Add suggestions and efficiencies to improve documentation, processes, and the knowledge base. Participate in the incident response team to provide critical communication to customers and internal staff during incidents. Assist and support leadership in improving the speed and efficiency of our customer operations strategy and experience. Qualifications Ability to explain complex features and functionality to technical and non‑technical users with empathy and technical expertise. 5+ years of experience providing support in a B2B SaaS company. Bachelor's degree. Located in either PST or MST. Excellent interpersonal, communication, and writing skills. Extensive knowledge of Salesforce CRM. Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua). Working knowledge of JavaScript and API errors. Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc.). Passion for making customers successful with software solutions. Adept at analyzing issues and digging into complex problems. Persistent in solving complex problems to their resolution. Benefits & Salary The typical base salary range for this position is $99,400 - $150,300 annually. Benefits include time out programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Equal Opportunity Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all and are committed to creating an inclusive workplace free from discrimination. All hiring decisions are based 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 any other protected classification. This policy applies to all aspects of employment, including recruiting, hiring, assignment, compensation, promotion, training, performance assessment, discipline, termination, and beyond. Compensation is determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may also be eligible for incentive compensation, equity, and benefits. In the United States, our compensation is aligned with regional market conditions. Salesforce offers benefits to help employees live well, and the typical base salary range for this position is $99,400 - $150,300 annually. #J-18808-Ljbffr 100 Salesforce, Inc.