L3 Technical Support Engineer

nue.io • San Francisco, CA

7d

About The Position

As a Senior/L3 Support Engineer at Nue, you will be instrumental in helping companies run their entire quote-to-revenue cycles within Salesforce. You’ll work on our deeply integrated Salesforce managed package, supporting CPQ, billing, lifecycle changes, usage, and analytics. You’ll help customers using complex pricing models to quote, renew, and invoice without revenue leakage — and you'll do it in a way that scales.

Requirements

• 5+ years in a technical support, Salesforce engineering, RevOps, or DevOps role with a strong emphasis on Salesforce (Admin + Developer experience).
• Hands-on Salesforce development experience including Apex classes, Triggers, Test Classes, SOQL/SOSL, LWC understanding, and advanced debugging/log analysis.
• Deep experience in CPQ or quote-to-cash systems (Salesforce CPQ or similar revenue lifecycle products).
• Strong experience with REST APIs, Postman, and debugging integration issues (authentication, payload validation, API sequencing).
• Strong SQL and SOQL experience for troubleshooting, data manipulation, and root-cause analysis.
• Experience analyzing logs in HyperDX, Splunk, or similar observability tools.
• Outstanding problem-solving skills with the ability to break down complex issues and reproduce them in controlled environments.
• Excellent communication skills, capable of translating technical concepts for both technical and non-technical audiences.
• Hands-on escalation and/or incident management experience.
• Mentorship mindset — able to coach, train, and raise the maturity of the broader Support team.
• Proactive, self-directed, and comfortable working in a fast-moving product environment.

Nice To Haves

• Experience in RevOps, revenue recognition, or accounting context (ASC 606 familiarity is a plus).
• Knowledge of integrated CRM-ERP systems (e.g., NetSuite) or accounting/finance systems.
• Experience creating support documentation, troubleshooting guides, or self-service enablement material.
• Prior experience in SaaS companies with subscription, usage, or hybrid billing models.

Responsibilities

• Serve as the escalation point for highly complex L2 cases, ensuring accurate diagnosis, reproduction, and end-to-end resolution.
• Investigate issues across quoting, billing, mid-term lifecycle changes, subscriptions, usage, and invoice generation.
• Use log analysis tools (e.g., HyperDX) for deep debugging and root-cause analysis.
• Support and troubleshoot integrations using Nue’s real-time APIs (Postman or similar tools).
• Debug and build lightweight solutions when needed using Salesforce developer skills (Apex classes, Apex logs, Triggers, LWCs, SOQL, DML operations).
• Understand and troubleshoot customer customizations on Salesforce: Flows, Triggers, LWCs, Apex, permission models, and automations.
• Diagnose and advise on complex CPQ configurations: pricing rules, product bundles, discount logic, quoting flows, and product hierarchies.
• Work closely with Implementation teams to understand complex customer designs, architectures, and edge-case workflows that influence product behavior.
• Partner with Product & Engineering to validate defect reports, escalate appropriately, and provide clear reproduction steps, logs, and impact assessments.
• Assist with release validation and regression testing for new Nue features.
• Create, review, and maintain self-service content: KB articles, FAQs, troubleshooting guides, and escalation runbooks.
• Mentor L2 Support engineers, providing technical coaching, guidance, and escalation best practices.

Benefits

• Competitive compensation and benefits that reward your talent and impact.
• Comprehensive health, vision, dental, and life insurance
• A front-row seat in the Silicon Valley tech ecosystem, where you’ll work on cutting-edge challenges shaping the future of SaaS, finance, and payments.
• The opportunity to build truly groundbreaking products — your work won’t just support the business; it will influence how companies around the world monetize and grow.
• A high-energy, collaborative culture where smart, supportive teammates push each other to learn fast, think boldly, and do the best work of their careers.
• Room to grow, lead, and make your mark in a fast-scaling company that values creativity, ownership, and ambition.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees