Senior Technical Support Engineer - Nonprofit Cloud & Education Cloud

Job Overview Senior Technical Support Engineer - Nonprofit Cloud & Education Cloud Support Team. The role focuses on delivering world‑class customer support to Signature and Premier customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission‑critical customer environments. Responsibilities

• Act as a customer‑focused authority responsible for Salesforce's Critically Important Support, handling and executing cases of all severities.
• Implement proactive support and monitoring to prevent customer issues.
• Develop strong partnership across Worldwide Support, R&D, and Support Operations.
• Serve as a technical lead for junior engineers and help influence product roadmap and supportability.
• Meet operational metrics including CSAT, Time to Resolve, and SLA targets.

Qualifications Minimum Qualifications & Skills Degree or equivalent validated experience. Over 4+ 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. Preferred Qualifications 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). 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). Salesforce Certifications (Strongly Preferred) 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 Competitive 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, as applicable. Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Equal Opportunity Employment Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All assessments and decisions are based on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran or marital status, political viewpoint, or other protected classifications. This policy applies to recruiting, hiring, promotion, compensation, benefits, training, assessment of job performance, discipline, termination and all other employment actions. #J-18808-Ljbffr salesforce.com, inc.