Technical Support Engineer

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. About the Role We are looking for ambitious teammates to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master the Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly customer-focused and fast-paced, operating globally to provide 24/7/365 technical support. As a Support Engineer, you will be the primary technical expert for customers experiencing complex challenges. This demands superior analytical, troubleshooting, and diagnostic skills to resolve mission-critical issues and ensure service reliability worldwide. Own the Solution: Manage and resolve complex technical issues across the cutting-edge Salesforce CRM ecosystem with a focus on Marketing Cloud. Deliver Excellence: Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment. Unlimited Learning: Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform with a focus on Marketing Cloud. Join a team where having fun is valued and giving back is fundamental. Participate in our generous Volunteer Time Off (VTO) and contribute to our commitment to philanthropy through the 1-1-1 model . Responsibilities: Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our Marketing Cloud platform. Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution. Drive Critical Issue Resolution: Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving. Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment. Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the Voice of the Customer, and drive product refinements that elevate the overall customer experience. Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores. Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers. Provide Platform Guidance: Offer expert feature explanations and provide guidance on Marketing Cloud best practices and standard methodologies. Contribute to Team Knowledge: Act as a subject matter expert and provide peer ment ... (truncated, view full listing at source)