Senior Technical Support Engineer

Salesforce•San Francisco, CA

2d•$99,400 - $163,500

About The Position

Qualified by Salesforce is seeking a member of its Senior Technical Support team to support the team as it scales. The role handles support requests, serves as a technical resource for the Qualified Success Architect team, and connects support with engineering. The position involves working on sales and marketing technology, collaborating across teams, and helping improve the customer experience. The Senior Technical Support Engineer manages customer issues across channels, supports Success Architects on customer calls, investigates and triages technical problems, and helps translate customer feedback into product insights. The role also contributes to documentation and operational improvements and supports customer and internal communications during incidents.

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 technologies, including email services and LLMs.
Passion for helping customers succeed with software solutions.
Enjoys analyzing issues and investigating complex problems; persistent in resolving them.

Nice To Haves

Interest in growing a career in technical support and helping build a technical support team.
Comfort with taking on varied responsibilities and projects beyond day-to-day work.

Responsibilities

Manage the support queue, resolving product-related cases in a timely manner and answering questions through live chat, email, and video calls.
Support the Success Architect team with in-depth product knowledge and join customer calls as an additional technical resource.
Work with engineering to diagnose and debug operations-related problems for existing customers and investigate, diagnose, and triage bugs.
Collaborate with the product team 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 the incident response team, providing critical communications to customers and internal staff during incidents.
Assist leadership in improving the speed and efficiency of customer operations strategy and experience.