Senior Technical Support Engineer

Salesforce•San Francisco, CA

22h•$99,400 - $178,300

About The Position

Qualified by Salesforce is adding a member to its Senior Technical Support team as it scales its support organization. The role handles support requests, serves as a technical resource for the Qualified Success Architect team, and connects support with engineering. The position works on sales and marketing technology and contributes to customer experience improvements. It is suited to someone who enjoys helping customers, solving complex problems, and working on an agile team.

Requirements

At least 5 years of experience providing support at a B2B SaaS company.
Bachelor’s degree required.
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 finding their root causes.
Interest in researching technical nuances, taking on varied projects, and growing a career in technical support.

Responsibilities

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