Technical Support Engineer at Salesforce | Hyderabad, Bangalore

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 enterprise customers using the Salesforce AI-powered CRM platform, helping resolve complex technical challenges and ensuring reliable service delivery worldwide.

The position focuses on deep technical troubleshooting, strong analytical thinking, and clear communication with customers in a fast-paced environment.

Key Responsibilities

• Own the solution: Handle and resolve complex technical issues across the Salesforce AI CRM ecosystem.
• Deliver excellent support: Provide high-quality customer experiences through professional communication while working in a client-focused environment.
• Manage customer journeys: Take responsibility for the full lifecycle of technical support for enterprise clients, ensuring smooth and successful issue resolution.
• Drive issue resolution: Coordinate and oversee the rapid resolution of critical technical or business-impacting incidents.
• Investigate complex cases: Research, document, and prioritize customer-reported issues using internal systems while collaborating with escalation teams.
• Advocate for product improvement: Work closely with product engineering teams to highlight product gaps and represent the voice of the customer.
• Maintain customer satisfaction: Proactively exceed customer expectations and contribute to consistently strong satisfaction scores.
• Develop technical expertise: Continuously build deep knowledge of assigned product areas to effectively assist customers.
• Provide platform guidance: Explain platform features and guide customers on Sales Cloud and Service Cloud best practices.
• Support team knowledge: Contribute as a subject matter expert and assist peers through the team's Swarming support framework.
• Create documentation: Develop and maintain knowledge base content that improves efficiency and supports the broader support ecosystem.

Minimum Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
• Strong written and verbal communication skills.
• Experience with software product engineering or programming such as Apex, Python, or JavaScript.
• Exposure to Big Data technologies including Snowflake or Redshift, or experience with Salesforce Data Cloud, Agentforce, Sales Cloud, Service Cloud, or other Salesforce platform products.
• Familiarity with generative AI concepts such as Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering.
• Advanced knowledge of database concepts, data modeling (relational and non-relational), and writing optimized SQL or SOQL queries.
• Experience debugging and developing solutions on the Salesforce platform using Apex, Lightning Web Components, or advanced flows.
• Ability to troubleshoot complex technical issues in a customer-facing environment and manage multiple priorities effectively.

Preferred Qualifications

• Salesforce certifications such as Data Cloud Consultant, Agentforce Specialist, Salesforce Platform Developer I or II, Sales Cloud, or Service Cloud.
• Understanding of Salesforce product capabilities and cross-cloud integrations.
• Strong knowledge of LLMs and Retrieval-Augmented Generation architectures, including knowledge retrieval pipelines and prompt optimization.
• Experience with DevOps practices such as CI/CD pipelines, Git, and deployment tools within a Salesforce ecosystem.

Salesforce encourages a collaborative culture where learning, community contribution, and innovation are valued. Employees are supported with professional development opportunities and programs such as Volunteer Time Off (VTO) through the company's 1-1-1 philanthropic model.