Senior Technical Support Engineer- Industries- Government Cloud

Salesforce•Boston, MA

14d

About The Position

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. We are looking for daring teammates to join our innovative customer 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. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The role is a part of the Global Support organization that has responsibilities for assigned cases, maintaining a single-minded focus to ensure customers are especially satisfied with Salesforce’s suite of products by becoming a Salesforce Industries cloud application and platform authority. We’re looking for a Senior Technical Support Engineer for the Government and Public Sector Support Cloud team with a focus on: Industry Public Sector Solutions (PSS) & Gov Cloud (US-only) Industries OmniStudio / Industry Platform Revenue Cloud (CPQ, Billing) This Support Engineer will be responsible for delivering world-class customer support to our Signature customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments. This role requires strong, deep technical skills and experience supporting enterprise-grade SaaS platforms in regulated or industry-specific environments. This role also requires meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. It also requires serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability.

Requirements

Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
Over 4+ years of prior experience in a Technical Support/Services-related role.
Experience with Salesforce and/or CRM applications and other cloud-based technologies.
Comfortable interacting with all levels of customer and Salesforce management.
Ability to multitask and perform effectively under pressure.
Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Experience with database concepts and data management (RDBMS), JSON, and SQL.
Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government background clearance process.
Salesforce Certified Administrator
Salesforce Certified OmniStudio Developer
Platform App Builder 1
Platform Developer 1

Nice To Haves

Salesforce Industry CPQ Certification
Revenue Cloud CPQ and Advanced Certification
Experience in Energy, Health, Insurance, Financial Services, Telecommunications, Retail, and Consumer Goods industries
Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries

Responsibilities

delivering world-class customer support to our Signature customers
driving operational excellence
partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments
meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets
serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability
Keep support workflows aligned with Gov Cloud controls, FedRAMP, and internal security policies.
Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.