Technical Support Engineer- Sales

Salesforce•Indianapolis, IN

1d•$89,000 - $133,400

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 Salesforce platform. The role provides expert troubleshooting, guidance, and best practices throughout customers’ use of Salesforce, combining technical problem-solving, proactive support, and customer-focused guidance. The Global Support environment is fast-paced and customer-focused, providing 24/7 technical support across the Salesforce platform. The stated shift is 9 a.m.–6 p.m. EST/PST, and candidates should be comfortable being on call if needed.

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.
Professional proficiency in spoken and written English.
U.S. citizenship.
Comfort being on call if needed.

Nice To Haves

Experience with Salesforce platform architecture.
Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
Experience with web technologies including HTML, JavaScript, CSS, or APEX.
Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks.
Experience with Spiff or other commission calculation software.
Experience with Own or similar backup software.
Experience with Tableau or CRMA.
Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.

Responsibilities

Manage support cases end to end, from initial diagnosis through resolution.
Coordinate resolution of critical and high-priority cases with cross-functional teams, escalating 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 support adoption and maximize platform value.
Investigate reported issues, analyze system behavior, and determine root causes using internal tools and troubleshooting methods.
Manage and prioritize multiple customer issues in a fast-paced technical 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 using collaborative troubleshooting frameworks such as the Swarming model.
Communicate complex technical concepts clearly to technical and non-technical stakeholders.