Job Title: Technical Support Engineer - Government Cloud

The Experience

• We are looking for a Technical Support Engineer to join our Government Cloud customer engineering team within Salesforce Worldwide Support. In this role, you manage customer cases and establish yourself as an expert on the Salesforce platform and cloud applications.
• You partner closely with Research and Development (R&D), Worldwide Support, and Support Operations. You work alongside AI-powered tools that handle repetitive tasks, so you can focus on solving complex problems and earning customer trust.
• Our team provides round-the-clock support to global customers, so this role may require shift work outside normal business hours.
• This role is based in Herndon, VA.
  
  What You'll Actually Be Doing
  

• Manage and resolve assigned customer cases of all severities, including Mission Critical Support cases.
• Maximize customer satisfaction by delivering clear, accurate, and timely technical guidance.
• Collaborate with R&D, Worldwide Support, and Support Operations to troubleshoot issues and drive resolution.
• Build deep expertise across the Salesforce platform and learn new technologies quickly.

You're Our Person If...

• 3+ years of experience in a technical support or technical services role, including strong problem-solving skills and the ability to prioritize multiple cases under pressure.
• Working knowledge of Internet technologies (firewalls, web servers, web proxy servers), relational database management systems (RDBMS), and Structured Query Language (SQL).
• Familiarity with object-oriented programming and web development, including JavaScript, HTML, CSS, Java or .NET, and Extensible Markup Language (XML) web services such as Simple Object Access Protocol (SOAP).
• Active Top Secret/Sensitive Compartmented Information (TS/SCI) with Polygraph security clearance.

Even Better If...

• Experience with Salesforce CRM, Apex, Visualforce, or API development, or a Salesforce certification such as Certified Platform Developer.
• Experience supporting large-scale, multi-tenant production environments or Software as a Service (SaaS) products.
• Familiarity with integration technologies, such as computer telephony integration, data replication, and data cleansing or de-duplication.
• Strong communication skills and comfort working with customers and leaders at all levels.