Technical Support Engineer - Agentforce / Data360

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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.

About the Role

We are looking for ambitious teammates to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master the Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly customer-focused and fast-paced, operating globally to provide 24/7/365 technical support.
As a Support Engineer, you will be the primary technical expert for customers experiencing complex challenges. This demands superior analytical, troubleshooting, and diagnostic skills to resolve mission-critical issues and ensure service reliability worldwide.

• Own the Solution: Manage and resolve complex technical issues across the cutting-edge Salesforce AI CRM ecosystem.
• Deliver Excellence: Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment.
• Unlimited Learning: Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform.

Join a team where having fun is valued and giving back is fundamental. Participate in our generous Volunteer Time Off (VTO) and contribute to our commitment to philanthropy through the 1-1-1 model.
Your Impact

• Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our #1 AI CRM platform.
• Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
• Drive Critical Issue Resolution: Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
• Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
• Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
• Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
• Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
• Provide Platform Guidance: Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies.
• Contribute to Team Knowledge: Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
• Enable the Support Ecosystem: Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Minimum Qualifications:

• 2+ years work experience in Technical Support equivalent technical position
• Excellent written and verbal communication skills
• Experience with Database concepts, Data management (RDBMS), and SQL
• Understanding of internet technologies: firewalls, web servers, proxy servers, etc.
• Experience in Software Product Engineering, Software Programming (e.g., Apex, Python, JavaScript), Big Data, Snowflake, Redshift, or working with Salesforce Data360, Agentforce, Sales Cloud, Service Cloud or any of the Salesforce Platform product offerings
• Proficient in HTML, CSS, and JavaScript with a background in web development best practices
• Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure
• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Desired Qualifications:

• Familiarity with core Generative AI concepts, including Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering/tuning, to effectively support our AI-driven features
• The ability to debug customer issues remotely leveraging troubleshooting tools such as Chrome DevTools and Curl
• Familiar with GIT, CLI, Web Development lifecycles, API consumption, and Time Complexity (Big-O Notation)
• Clear comprehension of one or more Service Cloud products (Case Management, Agent Workspace, Service Process Automation, Web-to-case, Omnichannel Routing)
• Understanding of Debug/HAR files, how to capture and read them
• Experience working with scripting languages and Web Architecture Principles
• Salesforce Certifications: Certified Administrator (ADM201 Certified)

Note: This role is office-flexible. The expectation is to work from the Seattle or Bellevue office three (3) days per week.

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

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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 $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.