Technical Support Engineer (Gov & US)

Salesforce•Indianapolis, IN

17h

About The Position

The Technical Support Engineer works directly with customers to resolve critical technical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform. The role serves as a trusted technical partner, providing troubleshooting, guidance, and best practices throughout customers’ use of Salesforce solutions. It combines technical problem-solving, proactive support, and customer-focused guidance in a fast-paced global support environment that provides 24/7 technical support across the Salesforce platform. The role has government-related eligibility restrictions. The candidate must be a sole U.S. citizen (not a dual citizen), work on U.S. soil, and be able to meet applicable customer and government screening standards, including Criminal Justice Information Services screening with a fingerprint scan. Citizenship will be verified using two qualifying REAL ID Act documents. Professional proficiency in spoken and written English is required.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent experience.
At least 2 years of experience in technical support, software engineering, or related customer-facing technical roles.
Experience troubleshooting software applications and debugging code, including Java-based applications.
Strong understanding of database concepts, data management, and SQL.
Experience explaining complex technical concepts to non-technical audiences.
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills in fast-paced technical environments.
Customer-focused mindset and ability to build consultative relationships with stakeholders.
Ability to prioritize multiple tasks and manage competing customer issues effectively.
Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
Must be a sole U.S. citizen (not a dual citizen), operate on U.S. soil, and be able to meet applicable customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan.
Professional proficiency in spoken and written English.

Nice To Haves

Portuguese and Spanish language proficiency are highly preferred.
Experience working within the Salesforce platform architecture.
Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
Experience with AI/LLM technologies; the posting’s statement of this qualification is truncated.

Responsibilities

Manage customer support cases from initial diagnosis through resolution.
Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
Coordinate critical and high-priority case resolution with cross-functional teams and escalate issues to Product Engineering when necessary.
Provide onboarding support and technical discovery sessions to help new customers implement Salesforce solutions.
Advise customers on best practices, product configuration, and architecture to accelerate adoption and maximize platform value.
Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
Manage multiple customer issues simultaneously and prioritize work in a fast-paced support environment.
Develop and maintain technical expertise in Salesforce platform functionality and related technologies.
Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality.
Create and maintain technical documentation and knowledge base articles for internal teams and the broader support community.
Mentor team members through collaborative troubleshooting frameworks such as the Swarming model.
Communicate complex technical concepts clearly to technical and non-technical stakeholders.