Technical Support Engineer – Education and Non Profit Cloud

Salesforce•Boston, MA

1d•$89,000 - $121,000

About The Position

Salesforce is seeking a Technical Support Engineer for the Nonprofit Cloud & Education Cloud Support team. This role focuses on supporting Nonprofit Cloud (NPC), Education Cloud (EDC), and the underlying Industries platform. The engineer will provide high-quality customer support to Premier and broader customers, contribute to operational excellence, and collaborate with Product, Engineering, Success, and Sales teams to support complex customer environments. The position requires strong technical skills and a passion for supporting enterprise-grade SaaS platforms in mission-driven sectors. Key responsibilities include meeting operational metrics such as Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. The role involves partnering with senior engineers on complex cases, deepening product knowledge, and providing feedback to improve the product.

Requirements

Degree or equivalent validated experience required.
2+ 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 with system logging tools (Splunk, Sumo Logic) and system monitoring.
Comfort reading SOQL and Apex debug logs, and awareness of Governor Limits.

Nice To Haves

Salesforce Certifications (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).
Nonprofit Cloud (NPC) & Education Cloud (EDC) Domain Knowledge.
Awareness of the NPC data model: Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Program Management Module (PMM) objects.
Awareness of the Education Cloud data model: Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub.
Familiarity with legacy packages in the field (NPSP, EDA).
Exposure to Industries platform tooling: OmniStudio (OmniScripts, FlexCards, Integration Procedures, Data Raptors).
Flow debugging skills (Record-Triggered, Screen, Scheduled).
Sharing & permissions fundamentals: role hierarchy, sharing rules, field-level security.
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).
Deeper Industries tooling: Data Processing Engine (DPE), Business Rules Engine (BRE), Actionable Relationship Center (ARC).
Advanced sharing & visibility: Restriction Rules, Scoping Rules.
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).
U.S. citizenship (or eligibility to complete a U.S. federal government background check) is a plus.

Responsibilities

Deliver high-quality customer support to Premier and broader customer base.
Contribute to operational excellence.
Partner with Product, Engineering, Success, and Sales to support complex customer environments.
Meet operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets.
Partner with senior engineers on the most complex cases.
Grow product depth over time.
Surface product feedback and supportability gaps to improve the product.