Technical Support Engineer (Service Cloud)

Join Salesforce as a Technical Support Engineer, where you'll work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform. You'll serve as a trusted technical partner, providing expert troubleshooting, guidance, and best practices throughout their use of the Salesforce platform. This role requires deep technical problem-solving, proactive support, and customer-focused guidance.

• 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 Service Cloud.
• Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
• Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, 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
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
• Strong analytical and problem-solving skills in fast-paced technical environments
• Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience
• Experience explaining complex technical concepts to non-technical audiences
• Professional proficiency in spoken and written English is required
• Strong understanding of database concepts, data management, and SQL
• Excellent written and verbal communication skills
• Experience troubleshooting software applications and debugging code, including Java-based applications
• Customer-focused mindset with ability to build consultative relationships with stakeholders
• Ability to prioritize multiple tasks and manage competing customer issues effectively
• 2+ years of experience in technical support, software engineering, or related customer-facing technical roles
• Portuguese and Spanish language proficiency highly preferred
• Experience working within the Salesforce platform architecture
• Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar
• Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks