About this role
Technical Support Engineer at Salesforce provides end-to-end technical support for Salesforce platform customers, diagnosing complex issues and guiding adoption of Salesforce solutions.
Key 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
Technical Overview
Role requires deep troubleshooting across Salesforce products (Sales Cloud, Service Cloud, Data Cloud) with strong Java/SQL skills, and experience explaining technical concepts to non-technical stakeholders; on-call and 24/7 support environment.
Ideal Candidate
The ideal candidate is a mid-level technical support engineer with 2+ years of experience troubleshooting Salesforce applications, strong SQL and Java debugging skills, and ability to communicate complex concepts to non-technical stakeholders.
Must-Have Skills
Bachelor's degree in Computer ScienceEngineeringor related technical disciplineor equivalent experience2+ years of experience in technical supportsoftware engineeringor related customer-facing technical rolesExperience troubleshooting software applications and debugging codeincluding Java-based applicationsStrong understanding of database conceptsdata managementand SQLExperience explaining complex technical concepts to non-technical audiencesExcellent written and verbal communication skillsStrong analytical and problem-solving skills in fast-paced technical environmentsCustomer-focused mindset with ability to build consultative relationships with stakeholdersAbility to prioritize multiple tasks and manage competing customer issues effectivelyProfessional proficiency in spoken and written English is required
Nice-to-Have Skills
Experience working within the Salesforce platform architectureSalesforce certifications such as Salesforce Administrator (ADMIN201) or similarFamiliarity with Sales CloudService CloudData Cloudor Agentforce technologiesExperience with web technologies including HTMLJavaScriptCSSor APEXExperience with AI/LLM technologiesconversational AIor AI orchestration frameworksExperience working with Spiff or other commission calculation softwareExperience working with Own or similar backup softwareExperience working with Tableau or CRMAPrior experience in customer-facing roles such as Technical SupportSolutions EngineeringCustomer Success Engineeringor Professional Services
Tools & Platforms
SalesforceSales CloudService CloudData CloudAPEXHTMLJavaScriptCSSSpiffTableauCRMAAgentforce
Required Skills
JavaSQLAPEXHTMLJavaScriptCSSSalesforceSales CloudService CloudData CloudSalesforce Administrator (ADMIN201)Troubleshooting
Hard Skills
JavaSQLAPEXHTMLJavaScriptCSSSalesforce
Soft Skills
CommunicationProblem-solvingAnalytical thinkingCustomer-focusedTime managementAbility to explain complex technical concepts
Certifications
Required
Salesforce Administrator (ADMIN201)
Preferred
Sales Cloud ConsultantService Cloud ConsultantExperience Cloud Consultant
Keywords for Your Resume
technical support engineersalesforcesales cloudservice clouddata cloudagentforcesalesforce platformapexhtmljavascriptcssjavasqlsalesforce administrator (ADMIN201)sales cloud consultantservice cloud consultantexperience cloud consultanttroubleshooting24/7 technical supporton-call shift
Deal Breakers
Bachelor's degree required, 2+ years experience in customer-facing tech roles, No Salesforce platform experience, Inability to communicate in English
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