Technical Support Engineer (Gov & US)

Salesforce•Indianapolis, IN

12d

About The Position

Salesforce is hiring a Technical Support Engineer to provide customer-focused technical support for Salesforce platform products, including Sales Cloud. The role works directly with customers to resolve critical issues, support adoption, and help organizations achieve value from Salesforce solutions. The engineer serves as a trusted technical partner, providing troubleshooting, guidance, and best practices throughout customers’ use of the platform. The position combines technical problem-solving, proactive support, and consultative customer guidance. It operates in a fast-paced, global support environment that provides 24/7 technical support across the Salesforce platform. This role supports U.S. federal, state, and/or local government customers and has government eligibility and screening restrictions.

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 such as HTML, JavaScript, CSS, LWC, or APEX.
Must be a sole U.S. citizen, not a dual citizen, and work on U.S. soil.
Must be able to meet customer and government screening standards applicable to the role, including Criminal Justice Information Services screening with a fingerprint scan.
U.S. citizenship will be verified using two specified REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, or U.S. Government CAC/PIV.
Professional proficiency in spoken and written English.

Nice To Haves

Portuguese and Spanish language proficiency.
Experience working within Salesforce platform architecture.
Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
Experience with AI/LLM technologies; the posting text is truncated after this qualification begins.

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 needed.
Provide onboarding support and technical discovery sessions for new customers implementing Salesforce solutions.
Advise customers on best practices, product configuration, and architecture to support adoption and maximize platform value.
Investigate 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.
Build 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.
Mentor team members using collaborative troubleshooting frameworks such as the Swarming model.
Communicate complex technical concepts to technical and non-technical stakeholders.