Technical Support Engineer - Agentforce / Data360

Salesforce•Seattle, WA

9d•Hybrid

About The Position

We are looking for ambitious teammates to join our cutting-edge 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. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master the Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly customer-focused and fast-paced, operating globally to provide 24/7/365 technical support. As a Support Engineer, you will be the primary technical expert for customers experiencing complex challenges. This demands superior analytical, troubleshooting, and diagnostic skills to resolve mission-critical issues and ensure service reliability worldwide. Own the Solution: Manage and resolve complex technical issues across the cutting-edge Salesforce AI CRM ecosystem. Deliver Excellence: Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment. Unlimited Learning: Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform. Join a team where having fun is valued and giving back is fundamental. Participate in our generous Volunteer Time Off (VTO) and contribute to our commitment to philanthropy through the 1-1-1 model. Your Impact Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our #1 AI CRM platform. Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution. Drive Critical Issue Resolution: Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving. Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment. Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience. Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores. Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers. Provide Platform Guidance: Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies. Contribute to Team Knowledge: Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework. Enable the Support Ecosystem: Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Requirements

2+ years work experience in Technical Support equivalent technical position
Excellent written and verbal communication skills
Experience with Database concepts, Data management (RDBMS), and SQL
Understanding of internet technologies: firewalls, web servers, proxy servers, etc.
Experience in Software Product Engineering, Software Programming (e.g., Apex, Python, JavaScript), Big Data, Snowflake, Redshift, or working with Salesforce Data360, Agentforce, Sales Cloud, Service Cloud or any of the Salesforce Platform product offerings
Proficient in HTML, CSS, and JavaScript with a background in web development best practices
Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc
Demonstrated skill in Customer Support or Customer Service in a customer-facing role
Ability to effectively prioritize and advance customer issues, as required
Ability to multi-task and perform effectively under pressure
Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Nice To Haves

Familiarity with core Generative AI concepts, including Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering/tuning, to effectively support our AI-driven features
The ability to debug customer issues remotely leveraging troubleshooting tools such as Chrome DevTools and Curl
Familiar with GIT, CLI, Web Development lifecycles, API consumption, and Time Complexity (Big-O Notation)
Clear comprehension of one or more Service Cloud products (Case Management, Agent Workspace, Service Process Automation, Web-to-case, Omnichannel Routing)
Understanding of Debug/HAR files, how to capture and read them
Experience working with scripting languages and Web Architecture Principles
Salesforce Certifications: Certified Administrator (ADM201 Certified)

Responsibilities

Manage and resolve complex technical issues across the cutting-edge Salesforce AI CRM ecosystem.
Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment.
Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our #1 AI CRM platform.
Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies.
Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.