Senior Technical Support Engineer

Salesforce•San Francisco, CA

20h

About The Position

Qualified by Salesforce is seeking a member of its Senior Technical Support team to support the company as it scales. The role handles support requests, serves as a technical resource for the Qualified Success Architect team, and connects support with engineering. It involves working on sales and marketing technology and contributing to customer experience improvements.

Requirements

At least 5 years of experience providing support in a B2B SaaS company.
Bachelor’s degree.
Ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise.
Excellent interpersonal, communication, and writing skills.
Extensive knowledge of Salesforce CRM.
Working knowledge of marketing automation systems such as Marketo, Pardot, HubSpot, or Eloqua.
Working knowledge of JavaScript and API errors.
Knowledge of web technologies, including website architecture, custom forms, and UTM parameters.
Knowledge of platform technology, including email services and LLMs.
Passion for helping customers succeed with software solutions.
Enjoy analyzing issues and investigating complex problems; persistence in resolving them.
Interest in working across projects beyond day-to-day duties and growing a career in technical support.

Responsibilities

Manage the support queue, resolve product-related issues in a timely manner, and answer questions through live chat, email, and video calls.
Support the Success Architect team with deep product knowledge and join customer calls as an additional technical resource.
Work with engineering to diagnose and debug operational problems for existing customers and investigate, diagnose, and triage bugs.
Collaborate with product to understand and prioritize customer feedback and turn it into actionable insights for the product roadmap.
Suggest improvements to documentation, processes, and the knowledge base.
Participate in incident response by providing critical communications to customers and internal staff during incidents.
Support leadership in improving the speed and efficiency of customer operations strategy and experience.