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.

• Professional proficiency in spoken and written English is required.

• Sole US citizenship

Preferred Qualifications:

• Experience working within the 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 working with Spiff or other commission calculation software.

• Experience working with Own or similar backup software.

• Experience working with Tableau or CRMA.

• Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.