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Technical Support Engineer - Sales CloudSwiftCruit • Indianapolis, Indiana, United States
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Technical Support Engineer - Sales Cloud

SwiftCruit
  • US
    Indianapolis, Indiana, United States
  • US
    Indianapolis, Indiana, United States
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À propos

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Job Overview Position: Technical Support Engineer (Customer Success) – a role focused on resolving critical technical issues for Salesforce customers, guiding adoption, and providing exceptional support across the Salesforce platform.
Government Restrictions Must be a Sole U.S. Citizen (Non‑dual citizen with any other country) operating on U.S. Soil with the ability to meet customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan. Citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.
Duties & Responsibilities
Lead the end‑to‑end customer technical experience by managing support cases from initial diagnosis through resolution.
Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
Coordinate resolution of critical and high‑priority cases by collaborating with cross‑functional teams and escalating issues to Product Engineering when necessary.
Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
Guide customers on best practices, product configuration, and architecture to accelerate product 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 while prioritizing work in a fast‑paced technical support environment.
Develop and maintain deep 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 to support 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 both technical and non‑technical stakeholders.
Required Qualifications
Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
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 with 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 (Non‑dual).
Professional proficiency in spoken and written English is required.
Preferred Qualifications
Portuguese and Spanish language proficiency highly preferred.
Experience working within the Salesforce platform architecture.
Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks.
Prior experience in customer‑facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.
Benefits Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
Compensation The typical base salary range for this position is $80,900 – $122,300 annually. The range represents base salary only and does not include bonus, incentive, equity, or other benefits.
EEO Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. Know your rights: workplace discrimination is illegal.
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  • Indianapolis, Indiana, United States

Compétences linguistiques

  • English
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