GovCloud Nightforce Support Engineer (US Citizen Only)

Job Category Customer Success Job Details 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. Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. This Government Cloud Weekend Nightforce Support Engineer role provides the highest level of overnight support and expertise to some of our largest and most strategic government accounts both Premier and Signature. The responsibility includes developing a strong partnership cross‑cloud across Global Support, CCE, CIC, and Cloud Success. As a member of the Nightforce Support team, this Support Engineer is technically competent, expands across multiple Salesforce products, is business oriented and highly customer centric, with opportunities for cross‑cloud certifications and specialized government cloud expertise development. The GovCloud Nightforce Support Engineer is a customer‑focused expert responsible for GovCloud/US‑only Support handling and execution of all Severity cases and chat across Service Cloud, Sales Cloud, Industries, Agentforce, Data Cloud, Marketing Cloud, MuleSoft, Revenue Cloud, OwnBackup, and Tableau Next, as well as implementing and finding ways to prevent customer issues through proactive support and monitoring. Government requirements: Must be a sole U.S. Citizen (Non‑dual citizen) 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. 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. Availability: This role requires availability for an overnight shift, operating from 9:00 PM to 6:00 AM PST, Thursday‑Monday. Responsibilities Serve as a Trusted Advisor, driving conversations with customer 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 and ensure the highest levels of customer satisfaction with exposure to all skill groups and areas of the product/platform for the most critical issues. Understand how Gov/US‑only Support customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics. Provide proactive support, including system/limit monitoring and communications, deep Splunk analysis, creation of proactive alerts, and work with Customer Centric Engineering and Technical Enablement teams on proactive tuning and recommendations to minimize potential service disruptions. Advocate for Gov/US‑only customer priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues, product roadmap changes and new features as well as pilot programs. Lead the resolution of critical technical issues, providing prompt and complete resolution to technical and business challenges. Assist developers in troubleshooting their integration with Salesforce.com APIs, Apex, Visualforce and other developer products, debugging, troubleshooting, and taking responsibility to see the issue fully resolved. Participate in project work, including envisioning and building new monitoring and/or reporting tools, improving existing processes, and developing additional “white glove” support practices related to incident prediction and prevention capabilities. Serve as a Subject Matter Expert (SME) providing the highest level of expertise in Salesforce Support, reviewing, improving, and approving technical work, guiding others, mentoring, or teaching. Create knowledge base materials dedicated to operational efficiency while empowering the greater support community and sharing best practices. Participate in a follow‑the‑sun support model, providing consistent hand‑offs to the next geography as dictated by severity and urgency of issues. Orchestrate all Salesforce teams’ efforts to act as a single point of contact for all post‑sales support activities. Required Qualifications Deep understanding of Salesforce multi‑tenant architecture. Bachelor's degree in computer science or equivalent experience. 5+ years of prior experience in Technical Support and/or 3+ years with development experience. Current Salesforce Administrator Certification. Demonstrated analysis, problem‑solving and troubleshooting expertise. Ability to effectively prioritize and escalate customer issues as required. Comfortable interacting with all levels of customers and Salesforce management. Ability to multitask 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 both the front‑end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross‑browser development) and back‑end (Java, .Net, SQL) software development. Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De‑Duplication, Data Replication, transactional data to and from Salesforce objects. Degree or equivalent relevant experience. Experience will be evaluated based on the organization’s Values & Behaviors for the role (e.g., extracurricular leadership, military experience, volunteer roles, work experience). Must be a sole U.S. Citizen (Non‑dual citizen). Desired Skills/Experience Salesforce Certifications: Advanced Admin, App Builder, Platform Developer. VisualForce/Apex Knowledge. CRM domain knowledge. Previous experience with Salesforce.com CRM and its technologies. Unleash Your Potential 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. Accommodations If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form. Posting 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 lead the path to equality by creating an inclusive workplace free from discrimination. 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 protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, workforce reductions, and education. In the U.S., compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, 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. More details are available at At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 – $122,300 annually. The range represents base salary only, excluding bonus, incentives, equity, or benefits as applicable. #J-18808-Ljbffr Salesforce