Sr. Technical Support Engineer

Salesforce offers a comprehensive benefits package and a culture that values growth, collaboration, and AI powered customer success. This onsite role in Seattle places you at the heart of a leading technology company that blends ambition with trust and makes innovation a daily practice.

Location: Seattle, WA onsite • Salary: USD 99,400 - 150,300 per year

Benefits

• Time off programs
• Medical, dental, and vision coverage
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program

Culture and growth at Salesforce

Salesforce positions itself as the leading AI CRM where people and agents drive customer success together. The environment blends ambition with action and emphasizes trust, with innovation embedded as a core value. Trailblazers who are passionate about improving business and the world through AI are encouraged to contribute, while Salesforce keeps its values at the center of everyday work.

Joining the team means access to resources that support balance and peak performance. AI agents accelerate impact, helping you achieve your best work and shape how organizations of all sizes deliver extraordinary customer experiences.

Responsibilities

• Actively manage the support queue to resolve product issues, handling cases through live chat, email, and video calls in a timely manner
• Support the Success Architect team with deep product knowledge and join customer calls as an additional technical resource
• Collaborate with the engineering team to diagnose operations problems, investigate bugs, and report findings for existing customers
• Work with the product team to understand, prioritize, and translate customer feedback into actionable insights for the roadmap
• Contribute enhancements to documentation, processes, and the knowledge base
• Participate in the incident response process to deliver clear communications to customers and internal staff during incidents
• Assist leadership in improving the speed and efficiency of customer operations strategies and experiences

Requirements

• Ability to explain complex features to technical and non technical users with empathy and technical expertise
• 5+ years of experience providing support in a B2B SaaS environment
• Bachelors degree
• Located in Pacific Standard Time or Mountain Standard Time zones
• Excellent interpersonal, communication, and writing skills
• Extensive knowledge of Salesforce CRM
• Working knowledge of marketing automation systems such as Marketo, Pardot, Hubspot, Eloqua
• Working knowledge of Javascript and API errors
• Understanding of web technologies including website architecture, custom forms, and UTM parameters
• Passion for helping customers succeed with software solutions
• Analytical mindset with the ability to investigate and resolve complex problems
• Persistent approach to root-cause analysis, recognizing that unique technical nuances arise
• Willingness to wear multiple hats and participate in projects beyond day to day
• Interest in growing a career in Technical Support and contributing to a high performing team

Technologies

• Salesforce CRM
• Marketo
• Pardot
• Hubspot
• Eloqua
• Javascript