Technical Support Engineer - Senior Technical Support Engineer

About the role

The Signature Support Engineer (Technical) is a customer-focused expert responsible for handling and executing high-severity cases for some of Salesforce's largest and most strategic accounts. This role involves developing partnerships across various teams, providing proactive support, and resolving complex technical issues.

Responsibilities

• Serve as a Trusted Advisor, engaging with customer stakeholders to implement best practices in enterprise architecture functions.
• Solve highly visible, technical, global, and strategic cases, ensuring customer satisfaction.
• Provide proactive support through monitoring, analysis, and alert creation, collaborating with internal teams for issue resolution.
• Liaise with R&D and Infrastructure teams on technical issues and product changes, and participate in pilot programs.
• Lead the resolution of critical technical issues, ensuring prompt and complete resolution.
• Assist developers with integration issues and troubleshoot Apex, Visualforce, and other Salesforce developer products.
• Create and improve monitoring and reporting tools, and develop additional support practices.
• Act as a Subject Matter Expert, reviewing and guiding others, and sharing best practices with the support community.
• Work in a follow-the-sun support model, ensuring consistent hand-offs to the next geography.
• Orchestrate all Salesforce teams' efforts to serve as the single point of contact for post-sales support activities.

Requirements

• Deep understanding of Salesforce multi-tenant architecture.
• Bachelor's degree in computer science or equivalent experience.
• 5+ years of prior experience in Technical Support or 3+ years of development experience (Senior role).
• Current Salesforce Administrator Certification.
• Demonstrated analysis, problem-solving, and troubleshooting skills.
• Ability to prioritize and escalate customer issues effectively.
• Comfortable interacting with all levels of customers and Salesforce management.
• Strong multitasking and pressure management abilities.
• Understanding of internet technologies, databases, object-oriented design, XML, and integration technologies.

Skills

• Familiarity with Salesforce Certifications (Advanced Admin, App Builder, Platform Developer).
• Certified in VisualForce/Apex.
• CRM domain knowledge.
• Previous experience with Salesforce CRM and its technologies.

Benefits

At Salesforce, you'll have access to a comprehensive benefits package including:

• Time off programs
• Medical, dental, vision, and mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program

For more details, visit Salesforce Benefits.

Pay

The typical base salary range for this position is $80,900 - $150,300 annually.

Schedule

This role requires flexibility to work in a follow-the-sun support model.