In this role, you will deliver end-to-end technical support for the Salesforce platform with a focus on Service Cloud, operating within a 24/7 global environment to guide onboarding and resolve complex issues for enterprise customers.
Responsibilities
- Lead the full technical experience for customers by managing support cases from initial diagnosis through resolution.
- Diagnose and resolve intricate issues across Salesforce platform products, including Service Cloud.
- Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating to Product Engineering when needed.
- Offer onboarding assistance and technical discovery sessions to help new customers implement Salesforce solutions.
- Advise customers on best practices, product configuration, and architecture to accelerate adoption and maximize platform value.
- Investigate reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
- Manage multiple customer issues concurrently while prioritizing work in a fast-paced 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 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.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent experience.
- Two or more 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 abilities in fast-paced technical environments.
- Customer-focused mindset with the ability to build consultative relationships with stakeholders.
- Ability to prioritize multiple tasks and manage competing customer issues effectively.
- Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
- Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
- Professional proficiency in spoken and written English.
Technologies
- Sales Cloud
- Service Cloud
- Data Cloud
- Agentforce
- HTML
- JavaScript
- CSS
- LWC
- APEX
- Java
- SQL
Benefits
- Time off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k)
- Employee stock purchasing program
Location and Compensation
- Location: Indianapolis, IN (onsite)
- Salary: USD 80,900 - 122,300 per year
- Minimum experience: 2 years
- Education: Bachelor's degree or equivalent experience
Job Category
Customer Success
About Salesforce
Salesforce positions itself as a leading AI powered customer relationship management platform that combines human guidance with intelligent agents to drive customer success. The company emphasizes innovation, trust, and core values, and operates a global, 24/7 support ecosystem to enable organizations to maximize the value of Salesforce technology.
Unleash Your Potential
Joining Salesforce provides access to resources and programs designed to support balance and professional growth. AI driven solutions are leveraged to amplify impact, with opportunities to contribute to innovative services and to advance within the company’s evolving technology ecosystem.
Accommodations
If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
