Senior Technical Support Engineer – Nonprofit Cloud & Education Cloud

Salesforce•Indianapolis, IN

About The Position

Salesforce is seeking daring teammates to join its innovative customer support team as Senior Technical Support Engineers for the Nonprofit Cloud & Education Cloud 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. The role is part of the Global Support organization, responsible for assigned cases with a focus on ensuring customer satisfaction with Salesforce's suite of products by becoming an authority on Salesforce Industries cloud applications and platform. The ideal candidates are excellent teammates who enjoy working hard, exhibit professionalism, are dedicated to going above and beyond, have excellent problem-solving skills, can learn new technologies quickly, and use their time efficiently. The Senior Technical Support Engineer is a customer-focused authority responsible for Salesforce's Critically Important Support, handling and executing cases of all severities, and implementing and identifying ways to prevent customer issues through proactive support and monitoring. The Signature Success team provides the highest level of support and expertise to some of Salesforce's largest and most strategic Nonprofit and Education accounts in Salesforce Industries Cloud. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and Support Operations. As a member of the Signature Success team, the Engineer is experienced with technical concepts and highly customer-centric. The ideal candidate will have a programming background, technical prowess, and exceptional customer-facing skills. This role requires strong, deep technical skills and experience supporting enterprise-grade SaaS platforms in mission-driven, nonprofit, or education-sector 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.
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, JSON, and SQL.
Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
Working knowledge of the NPC data model: Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Outbound Funds, Program Management Module (PMM) objects.
Working knowledge of the Education Cloud data model: Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub, Recruiting & Admissions objects.
Hands-on with Industries platform tooling: OmniStudio (OmniScripts, FlexCards, Integration Procedures, Data Raptors), Data Processing Engine (DPE), Business Rules Engine (BRE), Actionable Relationship Center (ARC).
Strong Flow debugging skills (Record-Triggered, Screen, Scheduled).
Sharing & permissions troubleshooting: role hierarchy, sharing rules, Restriction Rules, Scoping Rules, field-level security — especially as they interact with Person Accounts.
Apex debug log triage, SOQL, Governor Limits; ability to read Apex but not required to write production Apex.

Nice To Haves

Salesforce Certified Administrator
Salesforce Certified Platform App Builder
Salesforce Certified Platform Developer I
Salesforce Certified Nonprofit Cloud Consultant
Salesforce Certified Education Cloud Consultant
Salesforce Certified OmniStudio Developer
Familiarity with legacy packages in the field (NPSP, EDA) is a plus — many customers are still running them and support cases often involve their data models and integrations.
Prior experience at a nonprofit, higher education, or K–12 institution, or at an SI/ISV serving those verticals.
Familiarity with common NPC/EDC integrations: payment processors (Stripe, iATS, Elevate), SIS platforms (Banner, Workday Student, PeopleSoft), fundraising tools (Classy, GiveCampus).
Experience with Data Cloud and/or Agentforce in an NPC/EDC context.
Experience with Grantmaking, Program Management, or Outcome Management.
Experience with data integration patterns (MuleSoft, ETL tools, REST/SOAP APIs).

Responsibilities

Handling and executing cases of all severities.
Implementing and identifying ways to prevent customer issues through proactive support and monitoring.
Developing a strong partnership across Worldwide Support, R&D, and Support Operations.
Delivering world-class customer support to Signature and Premier 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.
Helping support leadership influence the product roadmap, product quality, and supportability.