Overview
About Salesforce
Salesforce is an AI-powered CRM platform focused on helping organizations improve customer success through technology and innovation. The company combines human expertise with AI-driven tools to transform how businesses operate and serve their customers.
Salesforce continues to advance workplace transformation in the emerging AI era. The company values innovation, trust, and collaboration while empowering employees to contribute to meaningful technological progress.
Role Description
Salesforce is looking for a motivated and self-driven Support Engineer to join the Global Technical Support Organization. In this role, you will work directly with customers experiencing complex technical challenges on the Salesforce platform. The position requires strong analytical, diagnostic, and troubleshooting abilities to resolve business-critical issues and maintain service reliability.
- Own the solution: Handle and resolve complex technical problems across the Salesforce AI CRM ecosystem.
- Deliver excellent support: Provide clear, professional communication while supporting customers in a fast-paced environment.
- Continuous learning: Build deep expertise in the Salesforce platform and expand technical knowledge through ongoing learning opportunities.
Salesforce encourages a collaborative and engaging environment where employees can contribute to community initiatives and participate in programs such as Volunteer Time Off (VTO) as part of the company’s philanthropic model.
Your Impact
- Stay current with emerging AI and automation capabilities while supporting Salesforce AI CRM technologies.
- Manage the end-to-end technical support experience for enterprise customers, ensuring effective issue resolution.
- Coordinate and drive resolution of critical technical issues that impact business operations.
- Investigate, document, and prioritize complex support cases using internal tools and escalation processes.
- Collaborate with Product Engineering teams to identify product gaps and represent the voice of the customer.
- Work to exceed customer expectations and maintain strong satisfaction levels.
- Develop strong expertise in assigned product areas to guide customers effectively.
- Provide guidance on platform capabilities and best practices related to Sales Cloud and Service Cloud.
- Contribute knowledge and mentorship within the team through collaborative support frameworks.
- Create and maintain knowledge base content to improve operational efficiency across the support organization.
Minimum Requirements
- Bachelor’s degree in Computer Science or equivalent practical experience.
- Strong written and verbal communication abilities.
- Exposure to software product engineering or programming using technologies such as Apex, Python, or JavaScript.
- Experience with data platforms or technologies such as Snowflake, Redshift, Salesforce Data Cloud, Sales Cloud, or Service Cloud.
- Understanding of Generative AI fundamentals including Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering concepts.
- Solid knowledge of database concepts, data modeling (relational and non-relational), and advanced SQL or SOQL query optimization.
- Experience debugging or developing on the Salesforce platform using Apex, Lightning Web Components, or advanced Flows.
- Ability to troubleshoot complex technical issues in a customer-facing environment.
- Capability to prioritize multiple technical cases and work effectively in time-sensitive situations.
Preferred Qualifications
- Salesforce certifications such as Data Cloud Consultant, Agentforce Specialist, Platform Developer I or II, Sales Cloud, or Service Cloud.
- Experience working with multiple Salesforce products and cross-cloud integrations.
- Deeper understanding of LLM systems and Retrieval-Augmented Generation architectures used for knowledge retrieval and AI-driven diagnostics.
- Hands-on experience with DevOps practices including CI/CD pipelines, Git, and deployment tools within Salesforce environments.
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Education Requirements
- Bachelor’s degree in Computer Science or equivalent experience
Eligible Batch Years
Salesforce
Salesforce is a leading global provider of cloud-based Customer Relationship Management (CRM) software, founded in 1999 and headquartered in San Francisco, California, USA. The company’s mission is to help businesses of all sizes connect with their customers in entirely new ways by leveraging cloud technology, artificial intelligence, and data-driven insights. Salesforce offers a comprehensive suite of applications for sales, service, marketing, commerce, and analytics, enabling organizations to streamline operations, enhance customer engagement, and drive growth.
With over 70,000 employees worldwide, Salesforce is recognized as one of the most influential technology companies in the enterprise software market, consistently ranking among the top innovators in cloud computing. It has expanded its ecosystem through strategic acquisitions such as Slack, Tableau, and MuleSoft, strengthening its capabilities in collaboration, analytics, and integration. In recent years, Salesforce has been noted for its strong commitment to sustainability, equality, and philanthropy, pledging to achieve net-zero emissions and actively supporting community initiatives through its 1-1-1 model. The company continues to maintain a dominant market position, serving millions of users across industries and geographies.
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