About Company
Salesforce, the Customer #1 Relationship Management (CRM) platform, empowers companies to connect with their customers in a whole new way. Founded in 1999, we revolutionized the software industry by pioneering the cloud computing model and transforming the way businesses operate. Today, Salesforce is a global leader, trusted by millions of companies worldwide to help them grow and innovate. Our mission is to create a more connected world, and we achieve this by building innovative technologies that drive customer success, foster collaboration, and embrace the power of data. We believe in equality, giving back to our communities through our 1-1-1 model, and cultivating a diverse and inclusive environment where everyone feels empowered to do their best work. Join a company that is not only defining the future of business but also making a positive impact on the world.
Job Description
Are you a highly motivated and customer-focused individual with a passion for technology and problem-solving? Salesforce is seeking a dedicated Full-Time Technical Support Engineer to join our dynamic team in San Francisco. In this critical role, you will be at the forefront of ensuring our customers’ success by providing expert technical assistance and guidance for our industry-leading CRM platform. You’ll be responsible for diagnosing, troubleshooting, and resolving complex technical issues, acting as a trusted advisor to our diverse customer base. This position requires a blend of technical acumen, exceptional communication skills, and a deep commitment to customer satisfaction. You’ll work closely with product engineering, quality assurance, and other support teams to drive timely resolutions and contribute to our knowledge base. This is an exciting opportunity to deepen your technical expertise, grow within a world-class organization, and directly impact the success of businesses globally. If you thrive in a fast-paced environment, are eager to learn new technologies, and possess a strong desire to help others, we encourage you to apply. This hybrid role combines the best of collaborative office work with the flexibility of remote work, ensuring a balanced and productive environment.
Key Responsibilities
- Provide expert-level technical support to Salesforce customers via phone, email, and chat, addressing complex product inquiries and resolving technical issues.
- Diagnose, troubleshoot, and debug intricate technical problems related to the Salesforce platform, including configuration, integrations, APIs, and custom development.
- Collaborate effectively with internal product teams, engineering, and quality assurance to escalate and resolve complex cases, ensuring timely and satisfactory outcomes for customers.
- Document all customer interactions, troubleshooting steps, and resolutions accurately and thoroughly within our CRM system.
- Contribute to the creation and maintenance of a comprehensive knowledge base, including articles, FAQs, and best practices, to empower customers with self-service solutions.
- Proactively identify trends in customer issues and provide feedback to product development teams for continuous improvement.
- Educate customers on product features, functionalities, and recommended best practices to optimize their Salesforce experience.
- Participate in on-call rotations and provide support during off-hours as needed to ensure continuous customer service.
- Stay current with the latest Salesforce product releases, features, and troubleshooting techniques through continuous learning and training.
Required Skills
- 2+ years of experience in a technical support, help desk, or IT support role.
- Strong understanding of CRM concepts and SaaS applications.
- Proficiency in diagnosing and troubleshooting technical issues across various operating systems (Windows, macOS) and web browsers.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to non-technical users.
- Demonstrated problem-solving abilities and a methodical approach to issue resolution.
- Familiarity with database concepts (SQL) and web technologies (HTML, CSS, JavaScript).
- Customer-centric mindset with a passion for delivering exceptional service.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with the Salesforce platform (Service Cloud, Sales Cloud, Experience Cloud, etc.) and/or Salesforce certifications (e.g., Salesforce Administrator, Platform App Builder).
- Familiarity with API integrations and web services (REST, SOAP).
- Basic understanding of networking concepts (TCP/IP, DNS, HTTP/S).
- Experience with scripting languages (e.g., Python, Apex) for automation or data manipulation.
- Knowledge of ITIL best practices for service management.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching.
- Generous paid time off (PTO) and paid holidays.
- Parental leave and family support programs.
- Professional development opportunities, including training and certification programs.
- Employee stock purchase program.
- Wellness programs and employee assistance initiatives.
- Volunteer time off (VTO) to support community involvement.
- Modern, inclusive office environment with collaborative workspaces.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to our careers portal where you can submit your resume and cover letter. We look forward to reviewing your application!