Technical Support Engineer

Description

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.

About The Role

As a Support Engineer, you'll be at the forefront of transforming how customers experience and adopt Salesforce technology, rolling up your sleeves to make it happen. This isn't just about troubleshooting issues or answering questions; it's about deeply understanding our customers' most complex challenges and crafting innovative solutions that accelerate adoption and drive measurable business value throughout our Salesforce platform.

The Support Engineer, will welcome our newest customers post-sale before they begin the implementation process. You'll continue to serve customers throughout their journey as a technical champion who not only resolves sophisticated platform challenges but also proactively guides them to better leverage Salesforce products, features, and best practices. Success in this role means accelerating customer adoption, strengthening their technical health and helping customers demonstrate tangible business impact through your reactive and proactive technical efforts.

This role requires someone who can think like both an engineer and a consultant – diagnosing root causes while simultaneously identifying opportunities to elevate how customers use our technology. If you're energized by solving hard problems, building customer relationships, and seeing the direct impact of your technical work on customer success, this role is for you.

Your Impact

• Welcome & Onboard New Customers for Success: Serve as the technical welcoming committee for customers post-sale. Conduct initial technical discovery sessions and create personalized onboarding plans that set customers up for immediate wins. You'll be their first technical partner, ensuring a smooth transition from sales to implementation and building the foundation for long-term success.
• Accelerate Product Adoption & Feature Utilization: Proactively engage with customers to drive faster time-to-value by identifying adoption gaps, demonstrating high-impact features, and creating tailored success path plans. Leverage your deep technical engagement to identify underutilized features, expansion opportunities, and strategic use cases that maximize their investment and achieve production outcomes quickly. Own measurable technical outcomes including acceleration of time-to-production, increased adoption of priority features, improved integration reliability, and demonstrated operational efficiency gains".
• Deliver Mission-Critical Support with Speed & Precision: Respond with urgency when customers face time-sensitive, business-impacting issues across the Salesforce platform, including complex data integrations, API challenges, and familiarity with AI/Agentforce implementations. Rapidly diagnose root causes, coordinate critical escalations, and communicate clearly throughout the resolution process. You'll be their technical lifeline during challenging moments, balancing speed with thoroughness to ensure exceptional support experiences.
• Champion Best Practices & Long-Term Success: Directly guide and implement engineering best practices for code quality, scalability, security, and maintainability across customer solutions. Translate customer business objectives into architectural recommendations, adapting communication style to stakeholder maturity and sentiment. Systematically synthesize recurring technical friction patterns across accounts and translate them into prioritized, data-backed product feedback in partnership with Product and Engineering teams. You'll be an evangelist for doing things the right way, ensuring sustainable customer success.
  
  

• Strong background in Computer Science or related engineering discipline
• Proficiency in Java Programming Language
• 2+ years of experience in debugging/ troubleshooting Java code/applications.
• Skill in explaining complex technical concepts clearly to non-technical audiences
• Experience assessing business objectives and driving stakeholder alignment across organizational levels
• Excellent collaboration, facilitation and communication skills, both written and verbal
• Demonstrated entrepreneurship, a "get-things-done" attitude, and a focus on fast delivery
• Customer-centric mindset with proven ability to build consultative relationships and act as a trusted advisor
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
  
  

• Prior experience in customer-facing, hands-on technical roles such as Technical Support, Solutions Engineering, Professional Services, or Customer Success Engineering
• Experience with Salesforce Data Cloud and/or Agentforce platform
• Experience developing conversational AI solutions within regulated industries
• Experience building solutions with AI/LLM technologies, including integrating LLMs, applying AI orchestration frameworks, and prompt engineering techniques
• Familiarity with data modeling, processing, integration, and analytics, with demonstrable proficiency in data platforms (e.g., Salesforce Data Cloud, Snowflake, Databricks)