Senior Technical Support Engineer

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Job Category

Customer Success

Job Details

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.

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.

Responsibilities:

• Diagnose and resolve complex technical issues related to the company's software products
• Serve as a Trusted Advisor, drive conversations with our customer's 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 highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues.
• Understanding how Signature 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.
• Advocate Signature Support customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.
• Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
• Participation in Customer Success/Support Organization projects, including but not limited to; envisioning and building new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.
• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Technical Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
• Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
• Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all technical support activities.

Required Skills/Experience:

• Working knowledge of Informatica Cloud, PowerCenter, PowerExchange, other ETL tools, SaaS platforms, and/or data management tools.
• Bachelor's degree in computer science or equivalent experience.
• 5+ years of Technical Support experience or a Master's degree in Computer science(or a related field) with 3+ years of experience.
• Demonstrated analysis, problem solving and skills troubleshooting expertise.
• Ability to effectively prioritize and escalate customer issues as required.
• Comfortable interacting with all levels of customer and internal teams.
• Ability to multi-task and perform effectively under pressure.
• Experience with on-premises and cloud databases such as Oracle, SQL Server, PostgreSQL, Snowflake, Databricks, and ADLS.
• Technical expertise in software architecture, system design, and cloud platforms (AWS, Azure, GCP).
• Knowledge of concepts such as Change Data Capture (CDC), Slowly Changing Dimensions (SCD) types, and database logging.
• Experience working with various operating systems including Linux, Windows, AIX, and Mainframes.
• Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data.
• Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.

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 the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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 classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, 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 about company benefits can be found at the following link: https://www.salesforcebenefits.com.

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 $118,900 - $178,300 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $178,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.